Job Description: Porting Specialist (Remote, India)

Aircall is at the forefront of providing cutting-edge communication technology, backed by over $220 million in investment since 2015. Serving a rapidly expanding customer base of 20,000+, we aim to make communication seamless, accessible, and collaborative. With our teams spread across Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, and more, we value diversity, innovation, and every individual voice that contributes to our success.

We are currently seeking a Porting Specialist to join our international porting team in a remote capacity from India. This role is pivotal in ensuring smooth, efficient number porting processes and excellent customer experiences. If you’re detail-oriented, customer-focused, and eager to work in a dynamic and diverse environment, Aircall is the perfect place for you.

Key Responsibilities as Porting Specialist Role

1. Coordination:

• Work closely with carriers and service providers to facilitate number transfers and purchases across multiple regions.
• Liaise with internal teams to ensure seamless processes and communication.

2. Documentation:

• Manage all necessary paperwork, authorizations, and regulatory updates for porting and number purchases.
• Ensure accuracy in documentation to prevent delays or discrepancies.

3. Troubleshooting:

• Address and resolve issues during the porting process, such as discrepancies in account information.
• Identify potential risks and implement solutions to mitigate challenges.

4. Customer Communication:

• Keep clients updated on the status of their porting requests and inform them of any delays.
• Address customer queries about requirements and provide guidance throughout the porting or purchase process.

5. General Product Support:

• Assist new onboarding customers by answering basic product setup queries.
• Collaborate with the customer support team to ensure a seamless experience for clients.

Required Skills and Experience: Porting Specialist

Customer Service Orientation:

• Experience in customer support is a plus, with the ability to address inquiries promptly and professionally.

Attention to Detail:

• Meticulous management of documentation and data to ensure error-free processes.

Problem-Solving Skills:

• Proactively troubleshoot and resolve technical or procedural issues.

Communication Skills:

• Clear, concise, and effective communication with clients, carriers, and internal teams.

Organizational Skills:

• Ability to manage multiple requests under tight deadlines, maintaining efficiency and accuracy.

Analytical Skills:

• Assess information to ensure regulatory compliance and continuously improve processes.

Adaptability:

• Stay updated with industry changes and adapt to new technologies and practices.

Why Join Aircall?

• Growth Opportunities: Be part of a fast-growing B2B startup, with opportunities to tackle exciting challenges.
• Work-Life Balance: We value our people and support their well-being.
• Learning Environment: Work with a strong, entrepreneurial team in a fast-paced setting.
• Diverse Team: Collaborate with teammates from over 45 nationalities, embracing a multicultural mindset.
• Competitive Benefits: Comprehensive health coverage, competitive salary, commute, lunch, and sports benefits.

Aircall’s Commitment to Diversity, Equity, and Inclusion (DE&I): Porting Specialist

We believe that diverse voices create richer conversations and stronger outcomes. Aircall is committed to fostering an inclusive environment where every individual feels valued, respected, and empowered to succeed. We’re continuously striving to meet our DE&I goals and encourage people of all backgrounds to join our journey.

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Interview Questions and Sample Answers for Porting Specialist Role

1. Can you describe your experience with number porting or a similar process?

Sample Answer: “In my previous role, I was responsible for coordinating number transfers for clients across various regions. This involved working closely with carriers to manage documentation, troubleshoot discrepancies, and ensure timely completion of the process. I’ve developed strong organizational and problem-solving skills to handle these tasks effectively and ensure a smooth customer experience.”

2. How do you ensure accuracy when handling large volumes of documentation?

Sample Answer: “To maintain accuracy, I follow a structured approach: double-checking all forms and data entries, using checklists to ensure completeness, and leveraging automation tools where possible. I also prioritize effective communication with team members to cross-verify critical details.”

3. Can you share an example of how you resolved a complex issue during a porting process?

Sample Answer: “In one instance, a client’s porting request was delayed due to mismatched account information. I quickly identified the discrepancy, contacted the carrier to clarify requirements, and guided the client in providing the correct documentation. By maintaining clear communication, I was able to resolve the issue within the same day, ensuring minimal disruption for the client.”

4. How do you handle tight deadlines while managing multiple tasks?

Sample Answer: “I prioritize tasks based on urgency and impact, using tools like task management software to track deadlines. By breaking down larger tasks into manageable steps and setting realistic timelines, I ensure steady progress across all responsibilities. Clear communication with stakeholders also helps set expectations and avoid bottlenecks.”

5. How would you explain the porting process to a non-technical client?

Sample Answer: “The porting process involves transferring your existing phone number from one carrier to another. It requires accurate documentation, such as proof of ownership, and may take a few days depending on the carriers involved. My role is to ensure that the transition is smooth by managing the paperwork and addressing any questions or issues that arise.”

6. What strategies do you use to stay updated on industry changes and regulations?

Sample Answer: “I subscribe to industry newsletters, participate in webinars, and follow regulatory updates from authoritative bodies. I also engage with professional networks and communities to exchange knowledge and insights with peers in the field.”

7. How do you handle a situation where a client is frustrated due to a delay?

Sample Answer: “I empathize with the client and acknowledge their concerns. I then provide a clear explanation of the cause of the delay, outline the steps being taken to resolve it, and give an accurate timeline for completion. By maintaining transparency and regular updates, I help reassure the client and rebuild their confidence.”

8. Can you describe your experience working in a remote environment?

Sample Answer: “I have worked in remote roles for the past two years, during which I’ve developed strong self-discipline and effective communication habits. I utilize tools like Slack, Zoom, and project management software to stay connected with my team and ensure alignment on goals and tasks.”

9. What steps would you take if you encountered inconsistent information during the porting process?

Sample Answer: “First, I would identify the source of the inconsistency and gather additional details from the client or carrier. I’d then compare the information against the required documentation and work to correct the discrepancy, ensuring compliance with all regulations before proceeding.”

10. Why do you want to work with Aircall?

Sample Answer: “Aircall’s commitment to innovation, diversity, and providing excellent customer experiences aligns with my values. I’m excited about the opportunity to contribute to a fast-growing team and tackle meaningful challenges while enhancing my skills in a supportive and inclusive environment.”