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TIER 1 SUPPORT AGENT MOBILITY & PORTING SPECIALIST

XTN-11B1161

City
NA, Philippines
Schedule
Office Location
OFFSITE

Make your next big career move by applying as KMC Solutions' next TIER 1 SUPPORT AGENT MOBILITY & PORTING SPECIALIST

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.

On top of your salary, here are the exciting benefits you can look forward to:

  • 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

The main responsibilities of a TIER 1 SUPPORT AGENT MOBILITY & PORTING SPECIALIST include:

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 .

 

To apply, you must be an expert on the following requirements:

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

 

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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