Porting Specialist (Customer Support Coordinator) [Remote: Austin, TX]

Job Description

Aircall is a place where voices are valued. Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 14,000+ customers (and growing) to make authentic, human connections. Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home – everyone has a voice that is valued. Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk. About the team: Customer Care is at the heart of Aircall. We are looking for a caring & detail-oriented individual that is looking to help customers succeed. Your main mission is to handle number and porting requests, provider engagement, and regulation document escalation as a USA/Canada number portability Subject Matter Expert. You will play a major part in supporting our rapidly growing customer base to ensure they help their businesses grow with Aircall!

What you'll do:

• Create and process all new ports and installs for new or existing customers accurately and in a timely manner
• Coordinate with global internal resources across Aircall regions (NA, EMEA, APAC)
• Handle project ports and hold the role of project coordinator for porting updates
• Meet deadlines and handle multiple projects and cases at a given time
• Pro-active in taking on tasks and new initiatives
• Closely monitor porting lead times and ensure optimal port turnaround time
• Process orders including placing orders through various software and web-based interfaces, monitoring orders through the Portability life cycle, porting on the status of orders being worked on etc.
• Gain an in-depth understanding of porting and regulatory process and sound knowledge of the Aircall product
• Troubleshoot with the vendor for service impacting issues
• Works with a sense of urgency to ensure all documentation needed for porting gets submitted in a correct and timely way
• Execute basic quality tests to verify the completion of customer requests on Aircall Customer Support team tools (internal software and possible newly developed tools within the company)
• Work closely with Aircall’s underlying local exchange carriers (LEC) to facilitate number transfers
• Contact customers by email and phone to communicate their porting statuses
• Work closely with the Account Executives, Onboarding Specialists, Customer Success Managers and the rest of the customer-facing team to accelerate the porting process
• Represent Aircall with integrity and professionalism at all times in all written and verbal communications

What you'll bring:

• Bachelors’s Degree or equivalent in a relevant field or study preferred
• 1 year or more of professional experience in a corporate setting, prior experience working for a tech startup is a huge plus!
• Strong attention to detail, nothing is too small to go unnoticed
• Comfortable managing several competing tasks and issues in a fast-paced environment
• A natural curiosity for technology and how it works
• The ability to explain technical concepts in an easy to understand way
• Ability to be autonomous and take initiative, and truly own your own success
• Ability to thrive in a fast-paced startup environment
• Ability and motivation to learn new things quickly
• Positive energy!
• A team player attitude to work closely with multiple and global teams

Key traits we look for: You are coachable, you are resilient, you are solution oriented coming to the table with great ideas, and you find the fun in a good challenge! We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it's up to us to help provide the platform for learning, growing and building your career! Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality. Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights. We’re creating a place where great people trust one another and thrive together. People flourish at Aircall and now is the time to be part of the team and the journey we’re on. Why join us? 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💵 Competitive salary package & equity 🏨 Medical, dental, and vision insurance is 100% covered 📈 401k plan with company matching! ✈️ Unlimited PTO — take the time you need to come to work feeling great! ⭐️ Wellness, internet, and childcare reimbursements 💚 Generous parental leave policy DE&I Statement: At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here. Apply for this job