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Number Porting Specialist

2 months ago

Raleigh NC United States Bandwidth Inc. Full time

Who We Are:

Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world’s biggest brands. We are the APIs and global network behind the platforms that the Global 2000’s use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We’re the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That’s the Bandwidth way.

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

We are seeking a proactive and experienced Number Porting Specialist with a proven track record of excellence in managing local number portability (LNP), toll-free numbers, and NextGEN products. This role demands a leader who excels in a fast-paced environment, is adept at strategic problem-solving, and can maintain focus under pressure while delivering exceptional customer service. The ideal candidate will drive process improvements, build and nurture relationships with multiple vendors, and serve as the primary point of contact for complex porting-related issues and escalations.

This role works 100% in office in our Raleigh HQ

What You'll Do:

  • Strategic Leadership: Act as a subject matter expert in LNP, Toll Free, and NextGEN products, providing leadership and guidance to our customers as well as your teammates. Serve as the main point of contact for internal and external escalations, as well as critical issues, driving resolution with both internal and external stakeholders.
  • Customer-Centric Solutions: Oversee and manage the number porting process, ensuring a seamless transition for customers by resolving issues and eliminating roadblocks efficiently.
  • Order Management: Execute order management for local, off-net, and toll-free numbers through various platforms (Iris, ZenDesk, third-party tools) with a strong focus on accuracy and quality.
  • Communication and Collaboration: Maintain professional and effective communication with customers, vendors, and internal teams via email, phone, chat, and user interfaces. Act as the primary liaison during customer and vendor interactions.
  • Process Improvement: Collaborate with team members and other departments to continuously enhance the porting experience and improve overall process efficiency.
  • Escalation Management: Handle first-level escalations, coordinating with team leads and managers as needed. Follow through on carrier escalations, provisioning, and system updates.
  • Training and Development: Assist with training internal teams and support with process documentation, adapting to new processes as necessary.
  • Vendor Relations: Cultivate and sustain strong relationships with external carriers to expedite issue resolution and improve service delivery.

What You Need:

  • Educational Background: BS/BSA or equivalent experience is required.
  • Industry Expertise: 2+ years of in-depth knowledge of the VoIP industry and local number portability processes, demonstrating an advanced understanding of LNP, Toll Free, and NextGEN products.
  • Customer Service Excellence: Proven ability to deliver world-class customer experiences with acute attention to detail and a high level of accuracy.
  • Technical Proficiency: Advanced skills in Microsoft Office (Excel, PowerPoint) and/or Google Docs. Familiarity with various order management systems and tools is essential.
  • Organizational Skills: Strong organizational capabilities with the ability to multitask and transition seamlessly between tasks in a dynamic environment.
  • Problem-Solving Abilities: Solution-oriented mindset with a track record of strategic problem-solving and process improvement.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
  • Adaptability: Comfort with adapting to new processes and documenting business procedures.
  • Team Collaboration: Self-motivated, capable of working independently, and thriving in a team-oriented environment.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • PTO Embargo. When you take time off (of any kind) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply You won’t want to miss the opportunity to be a part of the BAND.

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