Telecom Customer Support & Operations Specialist

TransUnion LLC

Reston (VA)

Hybrid

USD 24,796 - 35,817

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental & Vision

401(k) with company match

ESPP

Tuition reimbursement

Paid time off

Paid holidays

Commuter benefits

Job summary

TransUnion LLC in Reston, VA is seeking a Customer Support Operations Specialist to manage inquiries via phone, email, and ticketing systems, while collaborating with carriers and internal teams to ensure timely, compliant number porting and resolution.

The role blends customer support with technical operations; you will monitor LNP processes, manage escalations, and provide 24/7 operational support, reporting KPIs and supporting releases with Engineering and Development teams.

Qualifications

Bachelor's degree preferred with 4-5 years of telecom or customer support experience.
Strong knowledge of Local Number Portability (LNP), routing, switching, and IP protocols.
Excellent verbal and written communication; CRM experience.
Strong analytical, problem-solving and decision-making skills.
Ability to multitask in high-volume environments and manage escalations.

Responsibilities

Resolve a high volume of customer inquiries via phone, email, and ticketing systems.
Monitor number pooling processes, identify irregularities, and review daily reports.
Support smooth number porting with providers and customers and ensure timely updates.
Process and track orders through the portability lifecycle, resolving issues.
Maintain accurate records, manage helpdesk tickets, and meet SLA response times.
Act as SME, handle complex issues and key clients, escalate as needed.
Collaborate with Engineering/Dev teams to resolve network/system issues and release testing.
Use analytics and KPI reporting to support business decisions and provide 24/7 operational support.