Voice and Data Support I or II

The Voice and Data Support Specialist provides foundational support for service provisioning, Local Number Portability (LNP) port-in and port-out activity, and basic E911 functions. Work is performed under established procedures with close supervision. This role supports residential, small business, and commercial customers across all markets with a focus on accuracy, documentation, and adherence to FCC requirements and internal workflows.

• Provision and activate residential voice and data services. 
• Resolve routine service order errors using provisioning systems. 
• Perform basic line testing and service verification. 
• Provide frontline provisioning support to field technicians. 
• Perform basic MetaSwitch navigation and task execution. 
• Provide Tier I provisioning support for CNOC-supported Commercial and Enterprise customers, including inbound calls, ticket creation, triage, and escalation per defined procedures. 
• Process standard LSR port-in requests via NPAC/Neustar or approved carrier platforms. 
• Process standard LSR port-in requests via NPAC/Neustar or approved carrier platforms. 
• Validate required port-in data elements for completeness and accuracy. 
• Escalate discrepancies or missing information following defined escalation paths. 
• Update Astound-related entries within NPAC/Neustar as directed. 
• Document port-in activity accurately within Bolt for audit traceability. 
• Process CSR and LSR port-out requests received from CLECvia NPAC/Neustar and Inteliquent 
• Verify customer account status and basic number portability eligibility. 
• Apply approved FCC-compliant rejection reasons when applicable. 
• Enter residential port-out work orders in ICOMS and monitor completion. 
• Respond to standard reschedule and cancellation requests according to procedure. 
• Process E911, LIDB, and CNAM updates following documented workflows. 
• Assist in researching standard E911 errors and escalate unresolved issues. 
• Maintain accurate records to support audit and compliance readiness. 
• Follow approved procedures, SLAs, and escalation guidelines. 
• Others duties as assigned. 

What You Bring to the Table: 

• 1+ Years of telecom or technical support preferred 
• Foundational understanding of telecommunications products and services. 
• Ability to learn and operate provisioning, billing, and ticketing systems. 
• Strong attention to detail and documentation accuracy. 
• Effective verbal and written communication skills. 
• Ability to prioritize tasks in a high-volume environment. 
• Ability to follow detailed procedures under supervision 

Education:  

• High school diploma or equivalent 

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match

• Insurance options including: medical, dental, vision, life and STD insurance

• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

• Floating Holiday: 40 hours per year

• Paid Holidays: 7 days per year

• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

• Tuition reimbursement program

• Employee discount program

*Benefits listed above are for regular full-time position

Base Compensation: The base compensation range for this position is $22.00 - $34.00/hr, plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

• Voice and Data Support I: $22.00/hr - $27.00/hr
• Voice and Data Support II: $26.00/hr - $34.00/hr

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered.  Discrimination of any kind has no place here.  We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

About Astound:

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology.  We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.