United States onlyThe 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.
Philippines only