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 support them by managing the incident to ensure a speedy recovery (even if it means getting a little creative). You will receive full support in terms of training to be able to do so and your colleagues will always help you out should you get stuck. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.

You’ll be responsible for trouble ticket management and 1st line diagnostics of the VoIP/UCC customer services.

  • Acting as a Technical Owner contact for Service Desk, handling tickets and driving resolution for the appropriate service issues.
  • Maintaining a good understanding of customer needs and business.
  • Maintaining an up to date knowledge of Verizon products, services and technical issues to enable a rapid solution to customer faults.
  • 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 the incident 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.

What we’re looking for...

You exemplify values of integrity, accountability, respect and excellence in all work you carry out. 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...

  • Basic experience operating IP networks.
  • Interest and basic knowledge of VoIP/IPT technologies.
  • An upper-intermediate level of English – both written and spoken.
  • Strong analytical skills with demonstrated problem solving ability.
  • A Customer focused mindset.
  • Excellent communication skills.
  • A structured work approach.

Even better if you have...

  • CCNA certification or equivalent.
  • ITIL Foundation certification.
  • Experience in a service provider or a service desk environment.
  • Experience with ticketing software.
  • A degree.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.