Local Number Portability & Technical Support Associate

QuestBlue is a global carrier service provider specializing in customized cloud communications, including wholesale telecom voice, messaging, UCaaS PBX, and virtual fax solutions. For over 18 years, thousands of businesses have relied on QuestBlue for high-quality, low-cost calls and SMS with unmatched reliability and flexible pricing.

About the Role

QuestBlue is seeking an LNP, Messaging & Technical Support Associate to join our team. This position will primarily be responsible for managing Local Number Portability (LNP) and 10DLC brand campaign registrations, while also providing a basic level of technical support assistance.

This role is designed for someone who is highly collaborative and who can become an integrated, dependable part of the Technical Support team. The ideal candidate will work closely with technical support personnel, communicate effectively across departments, and actively contribute to resolving customer issues. The right person will be organized, detail-oriented, customer-focused, and comfortable with telecommunications technology. They should be able to manage multiple requests, troubleshoot basic technical issues, and recognize when an issue requires escalation.

Responsibilities

Local Number Portability (LNP)

• Serve as the primary contact for number porting and LNP requests.
• Monitoring orders of port-in and port-out requests from submission through completion.
• Review porting documentation for accuracy and completeness. Communicate with customers regarding port status, scheduled completion dates. research and resolve porting rejections and discrepancies.

Messaging, 10DLC Brands & Campaigns

• Handle all messaging-related requests, registrations and SMS/MMS number provisioning enablement.
• Review customer information and documentation before submitting registrations, monitoring brand and campaign registrations through platforms and providers.
• Communicate with customers regarding registration status, missing information, approvals and assist with rejected brands or campaigns.
• Coordinate with carriers, messaging providers, carriers and internal teams to resolve registration or provisioning issues.
• Stay familiar with messaging registration requirements and industry changes that may impact customers.

Technical Support Collaboration

• Serve as an active and dependable collaborator within the Technical Support team.
• Work closely with technical support personnel to assist with customer issues, able to diagnose, troubleshooting and follow-up to resolve technical issues via telephone and portal ticket system.
• Gather and document relevant information before escalating more complex issues.
• Maintain clear communication with the Technical Support team throughout the troubleshooting and escalation process. Recognize when an issue requires additional technical expertise and escalate it appropriately.
• Develop a strong working knowledge of QuestBlue's products, services, customer portal, and telecommunications systems.
• Contribute to a team environment where information, troubleshooting knowledge, and customer concerns are shared effectively.

Required Skills and Qualifications

o  Associate or bachelor’s degree in Telecommunications, Business, or a related field.

o  2+ years in the telecommunications industry.

o  Technical Knowledge: Comfortable with technology, platforms, and telecommunications terminology.

o  Basic technical troubleshooting ability and a logical approach to problem-solving.

o  Comfortable working with web-based portals, ticketing systems, spreadsheets, and other business applications.

o  Must be a collaborative team member who works well with others and contributes to shared goals.

o  Willingness to assist teammates and take ownership of shared customer issues.

o  Must be willing and able to integrate closely with the Technical Support team and become a key contributor to its day-to-day operations.

o  Strong communication skills. Ability to work effectively with customers, vendors, and internal teams.

o  Excellent attention to detail and organizational skills.

o  Ability to manage multiple requests and priorities simultaneously.

o  Strong follow-up skills and ability to take ownership of open tasks.

Why Join QuestBlue?

This position provides an opportunity to develop specialized expertise in number portability and telecommunications messaging while gaining experience across customer service, carrier operations, VoIP, and technical support.

Work Environment:

Onsite: Monday – Thursday 9AM - 5:30PM – Remote: Fridays.

Location: Morrisville, NC (off Hwy 40 near RDU Airport).

Compensation & Benefits:

·        Competitive salary commensurate with experience. $24.00 - $27 / Hour.

·        Dental, Vision, Health Insurance, Paid holidays, Paid Time Off, Retirement (401k), Bonus.

QuestBlue Systems, Inc is a fast-paced ITSP (Internet Telephone Service Provider) that is aggressively working towards becoming a Fast 500 company. QuestBlue Systems offers wholesale VoIP as a SIP Trunk Provider. With a fully functioning end user portal, users can provision their telecommunications in real time such as, SIP Trunks, DIDs, e911 and many other important SIP / VoIP needs.