Help Desk Support Technician

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Summary

The Fiber Customer Support Analyst will serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services.

Responsibilities

Duties include, but are not limited to, the following:

  • Answer incoming calls from customers with order inquiry and/or trouble reports.
  • Provide customers with order status.
  • Provide customers with service activation support for Voice service calling features.
  • Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
  • Provide customers with service activation support for Video service set-top box configuration.
  • Issue customer initiated service order corrections and changes.
  • Issue maintenance initiated change orders.
  • Create trouble reports.
  • Provide customers with trouble status.
  • Perform analysis and isolation of trouble conditions.
  • Sort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories. Provide trouble resolution and closeout when possible.
  • Provide Home Network Equipment Support to customers.
  • Provide Home Jack and Wiring Support to customers when applicable.
  • Affiliate ISP Support.
  • Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
  • Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
  • Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report. Customers may be irate or dissatisfied with our service.
  • May be required to perform additional duties and tasks as required by the Company.

Qualifications

  • Tests - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
  • Must have basic understanding of communication networking components (i.e., Routers, LAN topology, Ethernet & Network Interface Cards) as well as MS Windows and PC hardware/software.
  • Must have a strong understanding of PC components and functionality, and have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location.
  • Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups.
  • Ability to overlap-perform more than one function at a time while communicating with internal and/or external customer.
  • Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers.
  • Must be willing to work regularly scheduled tours including day, evening, night, weekend and holiday tour assignments to facilitate 24x7 coverage in the center. Overtime may be required.
  • One (1) year customer call center experience is desirable.

Salary Information

Hourly Rate: $10.19 - $34.15

Test(s) Required

Verizon Job Fit Test AVZ Test for Customer ServiceFCSA Knowledge TestFiber Cust Support Analyst SI

Test Preview

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Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.