Telecom Voice Provisioning Analyst

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Team Overview

As part of TransUnions Communications Solutions business our team provides end-to-end telecommunications provisioning and managed services for carrier customers across the United States. We help organizations streamline complex voice service operations ensure service continuity and deliver exceptional customer support in a rapidly evolving telecom environment.

This role reports directly to Vice President within the Customer Support Operations division. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities

• Serve as a key contributor on the Voice team by responding to and resolving customer support tickets and escalations using established methods procedures and documentation.
• Review process and manage telecommunications service requests including LSRs LOAs COBs CSRs LIDB CNAM and E911 records for Toll Free/International Residential Business Government and Enterprise port-ins and port-outs.
• Read and interpret Local Service Requests (LSRs) to understand the current telecommunications environment and translate requirements into the requested service changes including moves adds changes disconnects and ancillary services.
• Manage work tasks across internal TransUnion systems and customer systems while tracking multiple order types priorities and critical dates simultaneously.
• Communicate with internal resources vendors and customer teams to obtain required information complete internal orders and follow up to ensure timely responses and service delivery.
• Facilitate daily calls with vendor and customer teams provide order status updates resolve questions or issues and proactively advise customers of delays or changes.
• Investigate report escalate and resolve service issues while maintaining a sense of urgency and professionalism when handling sensitive customer matters.
• Monitor work queues and order assignments to ensure timely processing and coordination of escalated orders.
• Participate in Quality Assurance activities by auditing vendor cases providing QA coaching and sharing valuable feedback during QA calibration calls.
• Assist with special projects training and education for other departments or individuals as assigned by management.

Required Knowledge and Experiences

• 5 years of telecommunications experience involving Local Service Requests (LSRs) specifically port-ins and port-outs including moves adds changes disconnects and ancillary services such as E911 Caller ID and directory listing.
• Proven experience in a Customer Service Service Delivery or Provisioning role with the ability to deliver an excellent customer experience and exceed customer expectations.
• Strong understanding of telecommunications provisioning processes voice and numbering operations and order management workflows to support accurate and timely service activation.
• Strong analytical problem-solving organizational and time management skills with the ability to balance multiple tasks deadlines order types and customer priorities simultaneously.
• Associate degree or higher preferred or equivalent experience and knowledge relevant to telecommunications provisioning service delivery or customer operations.

Required Technical Skills

• In-depth understanding of LSRs including the ability to review interpret and process Local Service Requests accurately.
• Experience working in internal and external customer systems to manage tickets orders escalations and provisioning-related tasks.
• Proficiency in Microsoft Office including Excel Word and Outlook to support tracking documentation communication and reporting activities.
• Working knowledge of telecommunications records and services including LOA COB CSR LIDB CNAM E911 Toll Free/International Residential Business Government and Enterprise porting.

Were also looking for the preferred skills below. Whether you are proficient or could use some brushing up were happy to support your career development and growth in:

• Experience participating in Quality Assurance programs including vendor case audits QA coaching and QA calibration discussions.
• Ability to facilitate daily customer and vendor calls while maintaining clear communication professionalism and a customer-first approach.
• Strong attention to detail and project management skills to support multiple tasks work queues customer requests and critical timelines.
• Ability to support training cross-functional education and special projects as assigned by management.
• Experience working in a hybrid environment with regular performance of responsibilities both virtually and in person at an assigned TransUnion office location for a minimum of two days per week.

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Benefits that support every part of your life:

At TransUnion we design benefits to help youfeel well do well and plan wellfrom day one.

For Your Health: Enjoyday-one eligibilityfor medical dental and vision coverage plus supplemental plan options. Spousal domestic partner and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection: Weve got your back withcompanypaid basic life and AD&D optionalvoluntary life and AD&Dfor you and your family andshort and longterm disability. You can also opt into alegal planpet insurance andtravel accident coverage.

For Your Family: Fromadoption assistance and fertility planning coveragetocaregiver support were here for every chapter. AccessDependent Care FSA for possibility of an employer match a andup to 12 weeks of paid parental leavewith eligibility for a thoughtful gradual return.

For Your Future: Build toward whats next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resourcescareer coaching and optionallongterm care insuranceto plan confidently.

For You: Grow and recharge withtuition reimbursementflexible time off for exempt employees or paid time off for nonexempt employees up to 12 paid holidays per year commuter benefits employeediscountscharitable gift matching andpaid volunteer time off plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access24/7 supportincluding professionaltherapycoaching and emotional wellbeing programs alongside guided meditation and resources that supportphysical mental social and financial wellness.

We are committed to being a place where diversity is not only present it is embraced. As an equal opportunity employer all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age disability status veteran status genetic information marital status citizenship status sexual orientation gender identity or any other characteristic protected by law. Additionally in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnions Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting .

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the Los Angeles County Fair Chance Ordinance for Employers the San Francisco Fair Chance Ordinance Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies sound judgment and trustworthiness working safely communicating respectfully and safeguarding business operations confidential and proprietary information and the Companys reputation are also essential expectations of this position.

The pay range for this position is $24.86 - $36.06 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion actual compensation is based on careful consideration of additional factors such as (but not limited to) an individuals education training work experience job-related skill set location and industry knowledge as well as the scope and responsibilities of the position and market considerations. Regular fulltime non-sales positions may be eligible to participate in TransUnions annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion we encourage and are committed to creating a real positive impact and shared sense of purpose within our Workforce for Good which empowers our people to grow innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the drivers seat of their professional development while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; thats why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good youll work with great people pioneering products and cutting-edge technology.

TransUnions Internal Job Title:

Specialist I Carrier Provisioning

Company:

TransUnion LLC