Residential LNP & Service Activation Specialist

Job Title:        Residential LNP & Service Activation Specialist

Location:        O’Fallon, MO

Start Date:      Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Residential LNP & Service Activation Specialist.Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision of where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.

Expected Outcomes and Requirements:

Gateway is hiring aResidential LNP & Service Activation Specialistto support our growth objectives of passing 100,000 residences and business on a national scale while upholding and enhancing Gateway’s pledge to an unsurpassed customer experience.  Residential Voice ProvisioningSpecialists will contribute to the success of Gateway’s growth objectives in the following ways:

Residential LNP and Port Management

• Own residential phone-port requests from initial intake through completed activation, including validation of all required customer, account, provider, and authorization information.
• Check number portability and submit port-in requests through approved carrier or vendor systems, ensuring accurate customer, service, location, and scheduling information.
• Track submitted orders, carrier responses, requested dates, confirmed FOCs, action-required statuses, rejections, cancellations, and completions.
• Work routine port rejections and discrepancies, obtain corrected information when needed, and update or resubmit requests as appropriate.
• Maintain accurate status and activity notes, communicate updates to customers and internal teams, and set clear expectations regarding the porting timeline.
• Escalate complex carrier, platform, or infrastructure issues to the appropriate resource.

Residential Voice Provisioning and Activation

• Initiate and support residential voice and port activation on the confirmed activation date, including provisioning residential telephone numbers and supported voice equipment.
• Review activation and provisioning results, validate applicable switch and E911 status, and resolve routine errors within established procedures.
• Support post-activation testing and troubleshoot routine residential voice activation and provisioning issues.
• Escalate complex carrier, platform, signaling, network, or infrastructure issues and confirm successful activation prior to workflow completion.

Residential Service Provisioning and Activation

• Perform and support residential service activations during customer installations, including ONTs, routers, residential gateways, voice services, and other supported equipment.
• Provision and activate equipment in appropriate systems, ensuring accurate customer, service, work order, and equipment associations.
• Validate equipment status, review activation and provisioning results, and resolve routine activation issues.
• Escalate advanced platform, network, infrastructure, or technical issues to the appropriate resource and confirm successful service activation before workflow closure.
• Maintain accurate documentation, identify recurring issues and process gaps, and coordinate with Field Technicians and internal teams to support timely activations.

Commercial Backup Support

• Provide backup coverage for routine commercial porting activities when additional support is needed.
• Support activities including validating port documentation, entering port requests, monitoring statuses, tracking FOCs, communicating updates, and coordinating routine activations.
• Escalate advanced technical issues and maintain sufficient cross-training to support operational continuity.

What’s in it for you?

• Seeing your work make a positive difference in the lives of our served communities.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• Opportunity to wear many hats and learn non-traditional skills.

Qualifications

The successful candidate will bring the following to the table:

• Excellent verbal and written communication skills.
• Working knowledge of LNP workflows, number porting, and residential voice activation.
• Previous experience in telecommunications, broadband provisioning, service activation, VoIP/LNP, installation support, technical support, or a related role.
• Familiarity with ONTs, routers, residential gateways, ATA devices, or similar customer premises equipment.
• Ability to resolve routine provisioning and activation issues within established procedures and escalate advanced issues appropriately.
• Capability to solve complex problems.
• Strong follow-up skills, accuracy, and attention to detail.
• Excellent customer service skills, including positive phone demeanor.
• Proficiency (MS Office-Word, Excel, Outlook).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.
• Must be able to clearly see color and shading in plans and materials.
• Must have flexibility in scheduling to meet the needs of the business.