Porting Representative (SO1)

Porting Representative (SO1)

Satellite Office Solutions Pty Ltd
Not Specified
Not Specified

Job Description

  • Actively share knowledge with your entire team.
  • Participate effectively in meetings.
  • Participate positively in any new initiatives.

Demonstrate diplomacy when dealing with difficult situations
Identify process improvements
Manage multiple types of porting including:
o LNP (Australian GEO numbers) CAT A & CAT C
o Freephone number porting (13/1300/1800)
o New Zealand local and Tollfree number porting
o Internal number porting (on-net number porting).
Regularly monitor porting orders and following up with carriers and providers to ensure porting is completed within set time frames as per the LNP code.
Negotiate and liaising cut over schedules with the customer, losing carrier and Donor carrier.
Coordinate with carriers and customer to implement cut over and test call routing
Understanding of carrier's responsibility during porting to utilize basic troubleshooting to identify and resolve call routing problems during and after the course of porting.
Escalate to relevant carriers & parties to resolve call routing problems during port.
Proactively monitor porting reports, tickets, and carriers porting response time to ensure porting is completed within established time frames.
Work as part of the team to manage the Porting operations with other carrier such as escalations, disputes, port out request booking and routing issues (during port)
Taking ownership of special team and business projects/task.
Identify and agree specific requirements through effective questioning to determine reasonable solutions
Provide clear and accurate information to customers and suppliers
Document customer interactions and offers
  • Product Knowledge - A sound general knowledge of telecommunications products & services, such as Voice Carriage, SIP/RTP, Mobile, Fax/Landline services, Porting, Data services and Billing.
  • Familiar with the porting process defined in the LNP code. This includes Acronyms, Definitions, LNP file transfer process and timeframes.
  • Proven customer service skills with a great phone manner and excellent written communication skills.
  • Knowledge of customer service principles and practices.
  • Basic Excel skills to perform validations and bulk tasks.
  • Basic Linux skills to perform test calls.
  • Knowledge in using MySQL is an advantage.
  • Previous customer service and operations service desk experience is an asset.

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