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.