What you’ll be doing...

You’ll be the one to help maintain the bridge between customer support and engineering by handling technical issues which require advanced product and database knowledge. You will also help build engineering technical solutions/workarounds for frontline agents while identifying and troubleshooting root cause with engineering.

  • Provide day-to-day escalated assistance to Verizon's Yahoo Small Business support staff (all tiers).
  • Handle escalated customer issues through phone, chat and email using advanced product knowledge, back end access and internal tools.
  • Partner with engineering to triage issues and champion customer-impacting outages to notify support, leadership and customers of outages, workarounds and updates.
  • Subject matter expert for all product offerings. Mentor for agents to enhance their product knowledge.
  • Provide recommendations and content for agent training, customer help pages and internal knowledge articles.
  • UAT (User Acceptance Testing) of products developed by the engineering team to ensure product launches are successful and bugs are suppressed.
  • Manage queues to the agreed upon service level with frontline and our engineers.
  • Consistently meet or exceed department metrics for quality assurance (QA), customer satisfaction (CSAT) and escalation production.
  • Work closely with product managers and developers to resolve complex issues, report trends, determine technical fixes and assist with new product features as appropriate.

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 apache, apache modules.
  • Experience with Unix and Unix administration at an enterprise level.

Even better if you have:

  • A degree.
  • Familiarity with domain names, FTP, DNS and email.
  • Programming skills and working knowledge of PHP, Perl, shell/bash scripts, MySQL.
  • Good understanding of how internet works and how sites are hosted and served.
  • Demonstrated ability to be self-driven with excellent verbal and written communication skills, ability to multitask, good business acumen, and detail-oriented.
  • Demonstrated ability to be an innovative thinker and enjoys challenges as well as working with cross functional groups.
  • Strong focus on customer service and attention to detail.
  • Strong ability to manage multiple projects concurrently, delivering quality results under significant time constraints.
  • Ability to proactively identify key business issues and drivers and develop substantive analysis to support recommendations.
  • Proven ability to work independently, demonstrating initiative, working quickly, and making sound business decisions due to the volume of activity and potential impacts to business.
  • Demonstrated strong organizational, planning and problem-solving skills with the ability to creatively develop solutions to complex issues.
  • Proven talent at building strong working relationships at all levels of the organization.

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.