Customer/Technical Support Representative - Porting Specialist

Concord Technologies is seeking a Porting Specialist to provide customer and technical support in Seattle, Washington. In this role, you will help customers migrate to Concord’s network by porting fax numbers, troubleshoot issues, and coordinate escalations through the ticketing workflow.

Location and Compensation

Location: Seattle, WA (onsite)

Pay: USD 26 to 29 per hour

Core Responsibilities

• Process LNP work order requests, including porting telephone numbers.
• Serve as an initial point of contact for the customer base.
• Review monitoring tools and ticket queues to identify and address issues.
• Create, review, update, and resolve trouble tickets.
• Escalate requests to the next tier when necessary.

Porting and Support Scope

The primary focus is assisting customers with migration from their prior service provider to the Concord network. This typically involves porting existing fax numbers to one of Concord’s underlying inbound telephony providers. In addition to porting specialization, the role includes a broad range of support for Concord’s customers, including standard troubleshooting and incident reporting.

Customers are typically informed and of a higher-caliber nature, and the position calls for staff who can match that level of professionalism.

Essential Functions

• Act as the first point of contact for the customer base.
• Support is performed primarily via email, with occasional phone calls expected to be answered.

Required Qualifications

• Prior customer service and/or technical support experience.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, with the ability to interact professionally with both customers and internal teams.
• Ability to independently multi-task, prioritize, and resolve urgent issues, with a process-oriented approach and high attention to detail.
• Working knowledge of Windows and Microsoft Office, plus a basic understanding of cloud/virtualization technology.

Preferred Qualifications

• Previous experience with telecommunications provider environments.
• Strong working knowledge of SMTP, TCP/IP, DNS, VPN, Internet applications, and remote access.

Technical Tools and Systems

Windows, Microsoft Office, SMTP, TCP/IP, DNS, VPN, remote access, cloud/virtualization technology, and telecommunications provider environments.

Support Channels

Support is delivered via phone and email, with the bulk of customer assistance handled by email.

Benefits

• 401K plan with a 6% company match (vests immediately)
• Flex-Time off and sick time
• 10 company holidays
• Full suite of health benefits (Medical, Dental, Vision): employee-only coverage covered at 100% with no employee cost; for employees and dependents, Concord covers 60% of premiums
• Pet insurance
• Employee Life and AD&D
• Spousal Life and AD&D
• Child Life and AD&D
• Paid Parental Leave program
• Free unlimited ORCA card (Seattle area residents)
• Employee Rewards and Recognition through NectarHR
• Unlimited access to Udemy for Business

Role Fit Notes

Concord is prioritizing candidates who demonstrate aptitude and passion for their work. This position is not suited for those who require micromanagement, are otherwise inflexible, or lack a sense of humor.