Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
We’ve got more than the industry’s best technology—we’ve got the industry’s best service as well. When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.
Providing technical support to customers that have problems with their network.
Mentoring less experienced colleagues.
Maintaining devices in customer networks.
Documenting every interaction using one of many tool sets provided.
Advocating for the customer by escalating unresolved issues to the next level of support.
Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed SLAs.
Maintaining user, customer, and departmental confidentiality at all times.
Where you'll be working:
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
What we’re looking for...
You exemplify values of integrity, accountability, respect, and excellence in all your work. You’re organized, detail oriented, team centric and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.
You’ll need to have:
Bachelor's degree or relevant work experience.
Fluency in English (written and verbal).
Experience with networking (e.g., routing, switching, and wireless technologies).
Willingness to work in 24x7 environments (including weekends, nights and holidays as necessary).
Even better if you have one or more of the following:
A degree in IT.
Cisco certification (e.g., CCNA or JNCIA).
Experience in a service provider or a service desk environment.
Knowledge of ITIL methodology.
Computer knowledge. Ideally, with ticketing software.