What you’ll be doing...

You’ll be accountable for working on a team responsible for production support within Customer Service. You will play a key role in ensuring that issues are resolved in a timely manner and creating a positive customer experience. You’ll be in the front lines investigating issues, performing detailed analysis, validation, and testing to support the Contact Center Technology Solutions team.

  • Evaluate production support issues across a variety of applications used in Customer Service, perform analysis to determine the issue, route issues appropriately based on the impacted system, and engage with IT Support teams.
  • Take ownership of escalated issues, work with IT support teams to gather all necessary information, follow up until issues are resolved, and maintain communication with impacted parties
  • Process requests to determine if a device should be loaded into the Device Management Database.
  • Work in a team environment to learn and share ideas
  • Assist with request to validate production functionality to ensure that the expected results are received
  • Update and process requests for system access
  • Provide support for day-to-day operations/maintenance/updates to the call management ecosystem.

What we’re looking for...

You are driven by accomplishments and you show respect to our business clients and team members. You communicate openly, candidly and listen to others suggestions all while keeping the customers experience in mind. You have a comprehensive knowledge of Verizon desktop applications, IVR, and call center processes.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Two or more years of experience in call center processes and customer service.
  • Two or more years of experience in Metrics analysis & design
  • Two or more years of experience in Conversational design, testing, and customer experience/usability experience

Even better if you have:

  • A degree in business administration, engineering, information systems, computer science, or related field.
  • Experience in Clarity, JIRA, Confluence, SharePoint, G-Suite as well as Agile methodologies
  • Certification in one or more of the following: Certified Business Analyst (CBAP), Professional Business Analyst (PMI-PBA), Project Management Professional (PMP), Lean Six Sigma, Business Process Management (BPM)
  • Technical knowledge in one or more of the following systems is a must: VISION, ACSS, OMNI POS Applications, PEGA, OPTIX
  • Formal training in relevant topics
  • Excellent written and verbal communications skills with fluency in English.

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.