TECHNICAL SUPPORT ENGINEER - MOBILITY

The Tier 1 Support Mobility & Porting Specialist plays a dual role in providing Tier 1 technical support for managing number porting and telephony service delivery. As a T1 Support Agent, you will serve as the first line of technical support, functioning as a "super user" who fully understands the Zoom mobility & porting solution and how mobile devices are configured . The role requires a strong understanding of Unified Communications (UC), VoIP, mobile technologies, and number portability processes. 

• Work from the comfort of your own home

• Comprehensive healthcare benefit for you and your dependents

• Mental wellbeing programs for you and your dependents

• Competitive time off and vacation policy

• Thriving workplace culture centered on caring, diversity, and inclusion

Customer Support & Technical Assistance

• Serve as the first line of technical support for Zoom mobility customers, resolving issues related to roaming, device configuration, and connectivity .

• Provide guidance on service capabilities and best practices for leveraging Zoom  features .

• Troubleshoot user access issues, verify roaming policies, and assist with device setup and configuration .

• Support UC platform configuration and compatibility validation .

• Maintain accurate documentation of support interactions and resolutions .

Porting & Service Delivery

• Manage Mobile Number Portability (MNP) processes globally, including preparing and submitting Local Service Requests (LSRs) to carriers .

• Track and document orders, ensuring Firm Order Confirmation (FOC) within regulated timeframes .

• Resolve order rejections and escalate complex issues to Tier 2 or carrier partners as needed .

• Oversee number management, SMS provisioning, and compliance verification across multiple markets .

• Collaborate with internal teams and external carriers to ensure timely and accurate service delivery .

Platform & Ticket Management

• Utilize the Networks Control Panel for subscriber data management and configuration.

• Create and manage support tickets, escalating unresolved issues to Tier 2 Engineering Services .

• Monitor internal system milestones and proactively address order jeopardies .

Customer Relations & Collaboration

• Provide professional, empathetic, and clear communication to customers and internal teams .

• Collaborate with cross-functional teams to resolve escalations and improve service processes .

• Participate in knowledge sharing and continuous improvement initiatives .

Technical Skills

• Working knowledge of VoIP, UC platforms, and telephony systems

• Familiarity with mobile devices, eSIM technology, and cellular connectivity

• Experience with LNP processes, carrier systems, and compliance verification

• Proficiency with Microsoft Office and ticketing/CRM systems (e.g., Salesforce, Zendesk, ServiceNow)

Experience Requirements

• Minimum 2 years in technical support or customer service roles

• At least 1 year of experience with UC or VoIP technologies

• Experience with number porting, telecom operations, or carrier coordination preferred

• Familiarity with ticketing systems and escalation processes

Preferred Qualifications

• Prior experience in telecom or Unified Communications customer support

• ITIL Foundation or similar service management certification

• Multi-language proficiency for international customer support

• Strong analytical and problem-solving skills with a proactive approach to issue resolution

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.