Phone Numbers Operations Specialist 2

Accountabilities:: Manage customer inquiries: Respond to customer requests received via email, providing timely, accurate, and helpful support to ensure an excellent customer experience. Resolve operational issues: Assess product and service-related challenges, investigate their causes, and resolve basic-to-intermediate problems independently while handling more complex cases with appropriate expertise. Provide technical guidance: Address intermediate-to-advanced questions from external customers and internal stakeholders within core operational areas, while supporting basic inquiries across other related functions. Coordinate phone number operations: Support customers with phone number porting, short code procurement, Sender ID requests, and access to the phone numbers required for their applications. Manage carrier communications: Monitor, respond to, and take appropriate action on incoming notifications from telecommunications carrier partners. Handle complex escalations: Investigate and resolve challenging customer and internal operational issues efficiently, maintaining clear communication and transparency throughout the resolution process. Maintain operational records: Document customer interactions, accurately categorize and tag issues, and ensure that relevant information is recorded for tracking and future reference. Support continuous operations: Learn and apply new processes across different operational areas, helping maintain smooth workflows and consistent service delivery. Collaborate with industry partners: Work closely with customers, internal teams, carriers, and other telecommunications stakeholders to troubleshoot issues, build trust, and improve operational outcomes. Requirements: Professional experience: 4–6 years of experience in customer-facing operations or support roles, preferably within e-commerce, telecommunications, or other global service environments. Technical knowledge: Basic technical proficiency, including SQL fundamentals, an understanding of APIs, and familiarity with data analytics. Data and reporting tools: Experience using SQL, Looker, Tableau, or similar data extraction, analysis, and visualization tools is an advantage. API understanding: Familiarity with APIs and related technologies, with the ability to use technical information to investigate and resolve operational issues. Customer orientation: A strong customer-first mindset, with empathy and a genuine interest in helping customers and carrier partners solve problems using data-driven insights. Telecommunications knowledge: Previous experience or familiarity with telecommunications services, phone number management, or carrier operations is desirable. Communication skills: Excellent written and verbal communication abilities, with the capacity to explain technical concepts and operational updates clearly, concisely, and professionally. Analytical and problem-solving skills: Strong troubleshooting abilities and attention to detail, with the confidence to investigate unfamiliar issues and navigate ambiguity. Collaboration: Ability to work effectively with internal teams, external customers, communications partners, and industry stakeholders to resolve issues and maintain strong working relationships. Organization and time management: Excellent organizational skills, with the ability to prioritize competing requests, manage workloads, and meet deadlines in a fast-paced environment. Schedule flexibility: Willingness to work flexible rotational schedules to support global operations and customer needs. Adaptability: A proactive, resourceful mindset, with the ability to take initiative, learn new processes, and remain effective under pressure. Benefits: Competitive compensation: Attractive pay package aligned with the role, experience, and location. Remote-first flexibility: Fully remote working arrangement within eligible locations in India. Healthcare coverage: Access to healthcare benefits, with offerings adapted to the employee's location. Generous time off: Paid time off to support rest, personal commitments, and work-life balance. Parental leave: Dedicated parental leave benefits to support employees and their families. Wellness support: Additional wellness leave and programs designed to promote employee well-being. Retirement savings: Access to a retirement savings program, subject to local eligibility and provisions. Global exposure: Opportunities to collaborate with international teams, customers, and telecommunications partners. Professional growth: The chance to develop technical, analytical, and operational expertise within a global communications technology environment. Inclusive culture: A diverse and supportive workplace that values different perspectives, encourages innovation, and gives employees opportunities to contribute ideas. Community involvement: Support for employee volunteering and charitable donation initiatives. Occasional travel: Opportunities to participate in in-person team gatherings, project meetings, and customer engagements when required.