At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.
Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.
At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!
Our Customer Support efforts are essential to our customers' experience, helping to answer questions, troubleshoot customer inquiries, and working creatively to keep customers working on what matters most: growing their business!
People who thrive in this role are curious and creative; they’re driven by empowering others to be successful. They’re energized by the opportunity to be challenged and enjoy growing and stretching their skills every day. The customer is at the center of everything we do.
We are currently seeking a highly organized and detail-oriented Phone Porting Specialist to join our team. In this role, you will play a critical role in managing the phone number porting process from end-to-end, ensuring a smooth transition for our customers. This role involves direct communication with customers, 3rd party vendors, and internal teams to facilitate porting requests, resolve any issues, and maintain accurate porting data.
Responsibilities:
- Manage Email Communications: Handle all email communications with 3rd party vendors regarding port initiation, rejections, and completion. Ensure all correspondence is clear, professional, and timely.
- Process New Ports: Process all porting requests for new or existing customers, ensuring all submissions are accurate and completed in a timely manner.
- Data Validation and Entry: Perform necessary data validation and entry tasks, ensuring all customer information is correct and up-to-date.
- Maintain Porting Data: Keep track of all porting activities on Podium customers, updating the Salesforce dashboard or individual cases as required.
- Test Ports: Conduct thorough testing of all ports when they go live, including both voice and SMS functionalities, to ensure everything is working perfectly.
- Handle Escalations: Manage escalations when ports go live, running basic checks, communicating with 3rd party vendors about potential issues, and collaborating with the Engineering team to resolve any problems.
- Order hardware: Work with third party vendors to place orders for new hardware daily.
General terms of successful contract fulfillment will be based on:
- Number of ports initiated
- Number of successful ports
- Average time to port within a specific time frame
What experience you should have:
- MUST SPEAK ENGLISH FLUENTLY
- Proven experience in telephony or a similar field.
- Strong ability to manage multiple projects and meet tight deadlines.
- Excellent communication skills, with the ability to interact effectively with customers, vendors, and internal teams.
- Detail-oriented with strong data entry skills.
- Basic technical knowledge of telecommunications networks and systems.
- Familiarity with CRM software, preferably Salesforce.
What you should know:
- Must be available to provide services within U.S. business hours. Typical schedule is 8am-5pm MST/11pm-8am PH time. (Subject to change based on team’s needs)
Compensation:
- Compensation is $1100 USD / month