LNP Provisioning Specialist

About the role

The LNP Provisioning Specialist executes daily processing, provisioning, and coordination of local number porting (LNP) and voice service orders. This role ensures accurate and timely porting, voice service activation, and support by working closely with customers, vendors, and internal teams. The Specialist plays a critical role in maintaining service continuity, ensuring regulatory and procedural compliance, and delivering an outstanding customer experience during every stage of the porting and provisioning process.

Responsibilities

• Deliver exceptional and professional customer service during all interactions with internal and external clients.
• Manage voice service orders from initiation through completion, including processing, provisioning, and status tracking.
• Communicate with customers, vendors, and internal teams to monitor progress, resolve issues, and ensure timely completion of provisioning tasks.
• Respond to regulatory or legal requests associated with customer services, ensuring compliance with required timelines.
• Track and manage critical dates, system notes, and workflow updates to ensure accurate and real-time visibility.
• Oversee the full lifecycle of local number porting (LNP) processes, including port-in and port-out requests.
• Utilize vendor-supported provisioning platforms and internal systems to support provisioning tasks and project demands.
• Operate voice processing services and assist with troubleshooting and coordination as needed.
• Coordinate LNP projects, working with multiple stakeholders to ensure seamless port transitions.
• Provision new voice services and modify existing services for customers.
• Maintain detailed tracking records, logs, and documentation related to provisioning and porting activities.
• Prepare required documentation and ensure completeness of all order packets and workflow materials.
• Escalate priority issues to internal teams for resolution to meet project timelines.
• Serve as a subject matter expert (SME) regarding LNP processes and voice provisioning.
• Perform other duties as assigned by Supervisor.

Requirements

• Exceptional interpersonal and verbal communication skills.
• Working knowledge of VoIP technologies and terminology.
• Experience with LNP processes, number porting procedures, and regulatory requirements.
• Familiarity with VoIP devices and equipment (e.g., ATA, eMTA, ONT, Adit, ADTRAN).
• Industry-related experience preferred.
• Understanding of basic billing concepts.
• Ability to manage, track, and maintain databases and workflow tools.
• Proficiency in Microsoft Office Suite, especially Excel.
• Ability and willingness to work a flexible full-time schedule, including weekends and holidays as needed.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans.
• 401K Retirement Plan with Company Match.
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!).
• Paid Volunteer Time.
• Paid Parental Leave.
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service.
• Employee Referral Bonuses.
• Exclusive Entertainment Discounts/Perks.