ANALYST I, CUSTOMER EXPERIENCE BACK OFFICE

Overview

Job Title: Analyst I, Customer Experience - Back Office (Carrier Support Analyst)

POSITION SUMMARY

The Carrier Support Analyst plays a key role in managing, monitoring, and troubleshooting the transaction queues and platform logic within the core Provisioning Platform. This role serves as the primary operational point of contact between the organization, its internal business units, and external wireless carrier/provisioning partners. The ideal candidate possesses strong analytical skills to evaluate platform performance, handle cellular provisioning workflows, and coordinate technical resolutions across high-pressure Network Operations Center (NOC) environments.

Responsibilities

PRIMARY RESPONSIBILITIES

Provisioning & Queue Management: Actively monitor operational queues within the Provisioning Platform to ensure continuous processing of transaction pipelines, managing cellular routing actions like Wireless Local Number Portability (WLNP) "Port Ins" and "Port Outs".

Transactional Auditing: Oversee real-time carrier transactions including activations, reactivations, equipment/SIM changes, rate plan updates, feature modifications, and balance inquiries.

KPI & Performance Analysis: Analyze ongoing transaction performance data to identify trends, tracking positive and negative changes in platform KPIs to achieve optimal First-Time Success (FTS) rates.

Error Investigation & Escalation: Troubleshoot failed provisioning transactions, isolate failure patterns, and collaborate with Senior Automation Analysts to recommend structural or automated fixes.

NOC Coordination & Gatekeeping: Coordinate directly with internal and external Network Operations Center (NOC) teams to report, escalate, and aggressively drive resolution for system or network disruptions impeding service.

System Testing & Validation: Support management by validating business process modifications, platform functional upgrades, API or Graphical User Interface (GUI) updates, and structural changes introduced by external partners.

Internal Cross-Team Support: Serve as a subject matter expert, providing guidance and support to internal business units requiring technical assistance with provisioning pipelines or carrier partner integrations.

Qualifications

REQUIREMENTS

Basic Knowledge

Network & API Interface Knowledge: Foundational understanding of wireless network environments, API structures, and Graphical User Interfaces (GUIs) used for data streaming and service provisioning.

Database Querying: Experience writing SQL queries or navigating database structures (highly preferred).

Analytical Problem-Solving: Intermediate to advanced analytical thinking to evaluate transaction logs and diagnose pipeline anomalies.

Stakeholder Communication: Strong verbal and written communication skills to escalate and coordinate effectively across both internal units and external carrier NOC teams.

Office Tools: Proficiency with Microsoft Office and/or Google Suite tools for reporting and tracking metrics.

Education

• Associate's degree, bachelor's degree, or an equivalent combination of education and professional experience in IT, Wireless Networks, or a related technical field.

Work Experience

Minimum of three (3) years of direct work experience or verified operational exposure in any of the following areas:

• Telecommunications operator infrastructure
• QA Testing / Systems Validation
• Wireless Cellular Networks