Senior Porting Escalation Specialist - Remote

Zoom; City of Albany (NY); Híbrido; USD 77 000 - 186 000; Tempo integral

Resumo da oferta

Zoom is seeking a senior Porting Escalation specialist who acts as the senior escalation point for high-value porting scenarios. You will work with Premier and Elite customers, certified partners, and internal teams to own escalations, communicate confidently, and drive timely resolutions while building scalable processes.

You will mentor Porting Specialists, maintain carrier relationships, monitor projects, and contribute to KPI tracking.

Qualificações

• 5+ years in Technical Support or Telecommunications, with 2+ years in number porting or carrier operations.
• Deep knowledge of LNP, CSR, LOA, and carrier provisioning workflows.
• Able to manage high-stakes escalations with clear communication.

Responsabilidades

• Own complex, high-priority porting escalations and drive them to resolution.
• Triager and route escalation tickets to the right teammates.
• Build and maintain carrier relationships to speed port processing.
• Mentor Porting Specialists and develop team capability.
• Communicate clearly with customers, partners, and internal teams.

Conhecimentos

Technical Support

Porting/Number porting

Carrier operations

Mentoring

Stakeholder management

Communication

Zoom for Government access

Formação académica

Relevant degree

Ferramentas

ServiceNow

Zoom Phone/UCaaS

Descrição da oferta de emprego

Zoom is seeking a senior Porting Escalation specialist who acts as the senior escalation point for high-value porting scenarios. You will work with Premier and Elite customers, certified partners, and internal teams to own escalations, communicate confidently, and drive timely resolutions while building scalable processes.

You will mentor Porting Specialists, maintain carrier relationships, monitor projects, and contribute to KPI tracking.