Carrier Support Specialist

Job Description

Superloop is seeking a Carrier Support Specialist to manage the lifecycle of wholesale customer orders. This role involves coordinating with internal teams and external partners to ensure the timely delivery and restoration of services. As an operational escalation point, the specialist will manage inquiries, diagnose complex issues, and provide clear communication to resolution. Key responsibilities include managing a caseload, escalating unresolved issues, supporting service change implementation, assisting with planned maintenance, and producing operational reporting. The specialist will also maintain accurate records, contribute to knowledge sharing, support billing-related queries, and identify opportunities for continuous improvement. Adherence to operational procedures and collaborative teamwork are essential.

Qualifications

1. Demonstrated experience in service assurance/NOC-style operations within telecommunications, networking, or IT service delivery. 2. Experience with OSS/BSS, provisioning, order management, and ticketing systems. 3. Experience in training and onboarding clients through an operational customer journey. 4. Strong customer service and stakeholder management skills. 5. Strong written communication skills and ability to work autonomously in a remote-first team. 6. Strong problem-solving skills with a proactive approach to issue resolution. 7. Ability to produce monthly operational reporting and communicate insights clearly. 8. Proficient in the Microsoft Office suite for operational reporting, data analysis, and documentation. 9. Experience working in a wholesale or carrier environment. 10. Sound understanding of Ethernet switching, routing, and network fundamentals. 11. Experience supporting fiber technologies and large-scale network deployments. 12. Industry certifications in networking technologies. 13. Relevant tertiary or technical qualifications in networking, telecommunications, or IT.

Benefits

- Free Home Broadband - Free Mobile SIM plan - Flexibility – 3 days/week in the office - Lunch on Wednesdays, snacks, donuts and more! - Diverse and inclusive culture