Sr. Number Transfer (Porting) Specialist

Say hello to opportunities.

 It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. 

This is where you and your skills come in. We’re currently looking for a highly skilled Senior Number Transfer (Porting) Specialist, with firm commitment to world-class customer experience. The Number Transfer Specialist position is part of a team that is responsible for the overall service delivery of voice and number porting to customers (new and existing) from the time the order is received to order completion. In addition, the Number Transfer Specialist directive is focused on providing exceptional customer service experience, timely product delivery, strong task management skills and the ability to identify problems and provide constructive resolution.

Job Duties:

- Creates and processes regional local service requests (LSR) and toll free porting requests. Coordinates and monitors order progress with Local Exchange Carriers (LEC) and Interexchange Carriers (IXC).

- Processes orders using Carrier Portals and Internal databases. Coordinates order activities within internal departments, carriers, End-Users, and/or Vendors. Assists RingCentral customers with porting support requests via helpdesk tickets and/or phone calls. Act as porting project manager when requested.

To succeed in this role you must have experience in:

● Creates and processes install port requests and monitors order progress with Local Exchange Carriers (LEC) and Interexchange Carriers (IXC) using carrier portals and internal databases.

● Review, process, and track port out requests from carriers including internal database number management post port out using carrier portals and internal databases.

● Retrieve and review necessary information (e.g LOA, CSR, Carrier Invoices) that is relevant to the success of porting the number from the losing carrier.

● Initiate and maintain regular communication (Phone and Email) with customers and vendors to review and verify the order, review required information to provide services requested,

schedule/coordinate service installation and communicate milestone dates with customers and/or vendors.

● Primary POC for all assigned non-project and project port requests for internal stakeholders (CSMs, Support, Professional Services) and external stakeholders (customers, channel partners, etc). Closely update the stakeholders on porting updates for multiple global locations throughout the lifecycle of the project.

● Handle activation issues day of port by facilitating close and frequent customer communication and escalating with underlying carriers.

● Handle general inquiries & escalations via email and phone from internal stakeholders (CSMs, Support, Professional Services) and external stakeholders (customers, channel partners, etc).

● Handle daily administrative duties such as case dispatch, report generation, team huddles, as well as occasional coverage for team members when out of the office.

● Occasional project management tasks or duties that may be assigned by leadership.

● Maintain active collaboration with the team members and leadership to keep the team updated with the process updates and enhancements.

● Occasional on-call after-hours work and/or overtime may be required as needed.

● Global porting system management & development.

Desired Qualifications:

● 2+ years of telecommunication porting/provisioning related experience and knowledge preferred.

● 3+ years customer service experience (in-person or call center) preferred.

● Experience with Unified Communications platform preferred but not required.

● Experience with VoIP and/or Cloud Communication Systems preferred but not required.

● Knowledge of voice communications and telephony