When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

We are looking for you! Come work with a dynamic and highly skilled team. Our Call Center Technology team provides front-line support services to Bill to Cash call centers ensuring all applications are working correctly and are operational at all times. Our team works closely with GTS Technology (I.T.) and Business Operations partners to ensure the call center agent systems and applications are performing and working as expected. This is an opportunity to improve your problem troubleshooting knowledge and grow your technical skills.

  • Serve as a front line support contact of end-user issues with systems, applications and technology.
  • Provide day to day technical support and triage support tickets based on severity level and urgency.
  • Maintain communication with call center agents and supervisor on progress of assigned case.
  • Perform root cause issue analysis and documentation.
  • Utilize AYS (ServiceNow) ticketing system.
  • Notify manager of critical system or application issues and escalate as needed to drive to resolution.
  • Manage new employee hire onboarding and termination procedures.
  • Own and track assigned team issues using ticketing system.
  • Ensure remote agent desktops are setup correctly and applications are working.
  • Maintain team corrective action processes and documentation with knowledge management and issue tracking.
  • Serve as single point of contact for assigned tickets and areas of expertise.
  • Build and maintain strategic relationships with business unit leaders and key operations team stakeholder; and key IT partners.
  • Investigate and troubleshoot reported issues and champion escalations with GTS and technology partners on behalf of the business.
  • Be proactively responsive and available for after-hours support of production systems.
  • Provide support as an “on-call” point of contact for Call Center Technology Team when assigned after normal hours.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Knowledge of application support and troubleshooting in a call center environment.
  • Knowledge of LDAP.
  • Knowledge of ITIL.
  • Flexible and able to work an assigned shift during normal support hours of 7am to 8pm ET Monday through Friday.

Even better if you have:

  • A degree.
  • Ability to effectively prioritize and execute tasks in a face paced environment.
  • Strong analytical and reporting skills.
  • Strong interpersonal communications skills.
  • Strong organizational, time management and prioritization skills.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).