What you’ll be doing...

  • Managing and providing internal and external communications for high level customer escalations, be that via telephony, bridge, and/or email.
  • Providing proactive management for top tier customers.
  • Managing critical sites and High Voltage events as per the IME processes.
  • Producing Written Incident Reports within the SLA upon request as per the IME process.
  • Distributing reporting containing high profile fault tickets daily to the EMEA Repair organization to highlight those most in need of focus, as per the IME handover process.
  • Communicating to the relevant EMEA organization any large network outages and data center issues impacting EMEA customers as per the processes and criteria.
  • Building close working relationships with our internal and external customers.
  • Actively checking the top priority customer fault tickets to identify history or repeat issues and take action as per the chronic process.
  • Proactively managing ETMS fault tickets and being available by telephone as outlined on team performance targets.
  • Completing all mandatory and supplemental training as agreed with line manager.
  • Maintaining awareness of and adherence to corporate policies and procedures such as CPI-810.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or relevant work experience.

Even better if you have:

  • A degree.
  • Problem solving skills, with the ability to employ a structured approach to questioning and adopt a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
  • Leadership skills, with the ability to, and comfort with, taking charge of challenging situations, such as conference calls and customer meetings, at all levels of management.
  • Self-motivation, with the ability to proactively and independently work and drive major escalation faults, projects and tasks within all areas of the business and external third parties.
  • Excellent written and verbal communication and presentation skills, and the ability to provide customer facing representation to the IME organization and Client Service Assurance team.
  • Customer service skills, including demonstrated customer focus and understanding of the importance of exceeding customer expectations.
  • Demonstrated ability to contribute to the team’s overall output, actively contribute in team meetings and provide constructive feedback.
  • Proven ability to apply practical use of time/workload management and prioritization.

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.