Verified Job
Work from home
Tier 3, Advanced Voice Routing and Portability
Work from home
#39431
Remote / WFH
Quickswoop · India · via Quickswoop
Job Description
bid (typically weeks 4–5)
What You will Do
• Perform advanced data analysis and troubleshooting to resolve complex service orders, repair tickets, activation issues, and portability errors across the national footprint.
• Investigate and resolve advanced voice routing, porting, control, security, and 911 addressing issues, leveraging multiple systems and institutional knowledge.
• Serve as a subject matter expert for complex escalations, supporting Tier 1 and Tier 2 teams, field technicians, and operations partners.
• Work cross-functionally with third-party vendors, internal partners, and leadership to identify root causes and recommend processes or tool improvements.
• Maintain accurate documentation and notes in multiple systems when manual intervention is required.
• Support outage identification and restoration by opening and tracking system trouble tickets with appropriate fix agencies.
• Assist with training and knowledge sharing across the team on systems, processes, and technologies.
• Function as a liaison between internal and external operational organizations to ensure timely resolution and clear communication.
• Demonstrate consistent productivity, accuracy, and accountability in a fast-paced, high-impact environment.
• Other duties and responsibilities as assigned.
Required Experience & Skills
• Direct experience with mobile number porting and portability (required)
• Typically, 2–3 years supporting or owning this type of work.
• Candidates without prior mobile experience will not be considered.
• Experience supporting Xfinity Mobile or similar mobile environments strongly preferred.
• Strong proficiency with Microsoft tools (Excel, Word, SharePoint) used daily.
• Ability to work effectively in a fast-paced environment with frequent pivots.
• Strong written and verbal communication skills
• High attention to detail with the ability to manage complex, transactional work accurately.
• Comfort working independently and making decisions, with escalation as needed.
• Willingness to work variable schedules, nights, weekends, and overtime as required.
What You will Do
• Perform advanced data analysis and troubleshooting to resolve complex service orders, repair tickets, activation issues, and portability errors across the national footprint.
• Investigate and resolve advanced voice routing, porting, control, security, and 911 addressing issues, leveraging multiple systems and institutional knowledge.
• Serve as a subject matter expert for complex escalations, supporting Tier 1 and Tier 2 teams, field technicians, and operations partners.
• Work cross-functionally with third-party vendors, internal partners, and leadership to identify root causes and recommend processes or tool improvements.
• Maintain accurate documentation and notes in multiple systems when manual intervention is required.
• Support outage identification and restoration by opening and tracking system trouble tickets with appropriate fix agencies.
• Assist with training and knowledge sharing across the team on systems, processes, and technologies.
• Function as a liaison between internal and external operational organizations to ensure timely resolution and clear communication.
• Demonstrate consistent productivity, accuracy, and accountability in a fast-paced, high-impact environment.
• Other duties and responsibilities as assigned.
Required Experience & Skills
• Direct experience with mobile number porting and portability (required)
• Typically, 2–3 years supporting or owning this type of work.
• Candidates without prior mobile experience will not be considered.
• Experience supporting Xfinity Mobile or similar mobile environments strongly preferred.
• Strong proficiency with Microsoft tools (Excel, Word, SharePoint) used daily.
• Ability to work effectively in a fast-paced environment with frequent pivots.
• Strong written and verbal communication skills
• High attention to detail with the ability to manage complex, transactional work accurately.
• Comfort working independently and making decisions, with escalation as needed.
• Willingness to work variable schedules, nights, weekends, and overtime as required.
