What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

Responsibilities:

  • Assisting Level 1 representatives in real time troubleshooting.
  • Building and driving adherence on internal processes.
  • Handle real time escalations from Level 1 representatives.
  • Provide timely, high quality responses to external and internal customer questions and escalations, while balancing the company’s and the customer’s needs.
  • Strive to resolve problems in early stages.
  • Operate within the Support procedures, standards and policies.
  • Appropriately advocate for customers and help define ways to continually add value to the customer experience.
  • Contribute and expand upon the company’s knowledge management database.
  • Engage in company-sponsored and self-motivated training and learning opportunities to expand technical and soft skills, as required, for effective performance.
  • Provide timely feedback and ideas to the Director of Technical Support to strengthen the department processes and operations.
  • Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • Strong problem solving skills; gathers and analyzes information skillfully.
  • Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.
  • Ability in managing difficult or emotional customer situations and building rapport.
  • Ability to understand and escalate issues efficiently and appropriately.
  • Prioritize effectively within tight schedules and a fast pace environment
  • Enthusiasm and positive attitude in context to the role.
  • Strong work ethic and customer service orientation with high integrity and ethics.
  • Commitment to professionalism, follow-through and attention to detail.
  • Strong internet and computer skills.
  • High technical aptitude for assimilating technical concepts and new technology.
  • Willingness to work a flexible schedule, including early morning , late nights and weekends as necessary.

Even better if you have:

  • A degree in CS or Engineering.
  • Experience and knowledge working with APIs.
  • Experience with support applications, tools and processes.
  • Experience delivering both hardware and software support services.
  • Experience in systems engineering in wireless networks or GPS.
  • Experience with one or more of the following technical skills:
    • Linux administration
    • Postgres or SQL queries
    • Ruby
    • C#.NET
  • Working with developers.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.