Telecom Voice Provisioning Analyst

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Team Overview

As part of Trans Union's 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 Trans Union 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, escalade 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 , 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…