AU Product Support Specialist

Summary

Join Podium's Phone Porting Specialist team in Australia and manage the full lifecycle of phone number porting for customers. You will work with internal teams, third-party vendors, and customers to ensure efficient port processing and quick issue resolution. This remote role requires managing vendor communication, handling port requests, ensuring data accuracy, tracking porting activity, testing ports, managing escalations, and ordering hardware. Success is measured by port volume, data accuracy, process speed, and responsiveness. The role is full-time, ongoing, and based in Australia during standard business hours. Podium offers a supportive team environment and a focus on customer experience.

Requirements

• Fluent English (spoken and written)
• Experience in telephony, porting, or a similar technical field
• Strong organisational and multitasking skills
• Excellent written communication and email handling
• High attention to detail and accurate data entry
• Basic understanding of telecommunications systems

Responsibilities

• Manage all email communication with third-party vendors around port initiation, rejections, and completions. Keep things clear, professional, and timely
• Process phone number porting requests for new and existing customers, ensuring accuracy and quick turnaround
• Double-check all submitted information and ensure customer data is current and correct
• Maintain clear records of porting activity in Salesforce and update cases and dashboards as needed
• Run thorough tests when ports go live, both voice and SMS, to confirm everything works perfectly
• Step in when things don’t go to plan. Troubleshoot, escalate to Engineering when needed, and liaise with vendors to get things resolved
• Place daily hardware orders through third-party vendors

Preferred Qualifications

Experience with Salesforce or similar CRM

Benefits

• Location: Remote, based in Australia
• Hours: Australian business hours
• Contract: Ongoing - Full-time hours
• Daily rate: $50.78 USD