What you’ll be doing...

Responsibilities:

  • Manage and provide communications (internal and external as required) for high level customer escalations, be that via telephony, bridge, email as required.
  • Proactive management for top tier Customers.
  • Manage critical sites and High Voltage events as per the Major Incident Management (MIM) processes.
  • Produce Written Incident Reports within SLA up on request as per the MIM process.
  • Send the report containing high profile fault tickets every day to the International Repair organization to highlight those tickets most in need of focus, as per the MIM handover process.
  • Communicate to the relevant International organization any large network outages and data centre issues that are impacting International customers as per the processes and criteria.
  • Build close working relationships with our internal and external customers.
  • Actively check the top priority customer fault tickets to look for a history or repeat issues and action as per the chronic process.
  • Pro-actively manage ETMS fault tickets and be available on the telephone as outlined on team performance targets.
  • Complete all Verizon mandatory and additional training as agreed with line manager.
  • Awareness of and adherence to Verizon corporate policies and of procedures such as CPI-810, as well as compliance with departmental policies, ISO9001 and ISO27001 requirements.

What we’re looking for...

You'll need to have...

  • Bachelor's degree or relevant work experience.
  • Experience with Microsoft Office applications.

Even better if you have...

  • A degree.
  • Product and service level knowledge of IP, Data, security, cloud, managed services and Transmission technology.
  • ITIL foundation qualification.
  • Experience with Microsoft Office applications.
  • Knowledge of business strategy and future intentions.
  • Ability to employs a structured approach to questioning and adopts a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
  • Ability to adapt quickly and effectively.
  • Ability to, and is comfortable with, taking charge of high pressure situations, such as conference calls and customer meetings, at all levels of management.
  • Ability to pro-actively work and drive major escalation faults, projects and tasks within all areas of the business and external third parties without management intervention.
  • Excellent level of written and verbal communication skills, including presentations, and would be able to represent the IME organization and Client Service Assurance team in a customer facing (internal and external) situation in a professional manner.
  • Customer focus and ability to understand the importance of exceeding customer expectations.
  • Ability to contribute to the teams overall output, actively contributes in team meetings and providing constructive feedback.
  • Knowledge and practical use of time/workload management and prioritization. Respecting the team’s punctuality and hours of work.

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.