Number Processing Manager (VoIP)

Location: Guatemala City, Guatemala

Company

hirify.global provides technology products and customer support solutions, using AI-driven tools and automation to improve customer experiences.

What you will do

• Process phone number porting, purchasing, cancellation, account update, and account cancellation requests.
• Manage phone number features including Caller ID, 411, E911, company name changes, and PBX moves.
• Use Salesforce, Fusion, carrier portals, and internal systems to manage customer accounts and requests.
• Collaborate with internal departments, external carriers, and customers through Slack, email, Salesforce, and other channels.
• Manage tickets and customer requests against established SLAs, including timely case closure and responses.
• Research issues and troubleshoot service requests for hirify.global Connect and Grasshopper.

Requirements

• 1–2 years of experience in customer service, technical support, or back-office processing in a call center or technology-focused environment.
• Experience managing multiple priorities while maintaining attention to detail and meeting service-level expectations.
• English proficiency at C1 level or higher, both written and spoken.
• Strong problem-solving skills, interest in technology, and ability to research and clearly explain customer inquiries.
• Basic understanding of SIP signaling, VoIP technology, PBX systems, or telecommunications concepts is preferred.

Culture & Benefits

• Comprehensive health benefits.
• Paid time off, paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days.
• Tuition reimbursement and instructor-led and on-demand learning programs.
• Wellness program, confidential Employee Assistance Program, wellness app, and one-on-one wellness coaching.
• Employee Resource Groups, employee-led communities, charitable matching, and an inclusive workplace culture.