What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

The purpose of the Escalation team is to relieve frustrations felt by our customers caused by either bugs in our product, lack of resolution by first level support, or misunderstanding of our processes. These customers are often frustrated to the point of wanting to cancel their contracts with us and therefore the position requires the ability to persuade the customer to give us another chance and to make the most of the opportunity by fixing the customer's issues quickly and correctly.

The position requires advanced knowledge of our products and procedures and the ability to work across the organization with other departments to create solutions that may not already exist. In this way, we act as facilitator and liaison between development, sales, and support on behalf of the customer.

Job Responsibilities:

  • Assist peers with coaching, training and development to resolve customer concerns related to backlog cases.
  • Troubleshooting problems resolving a range of customer issues from device to service concerns addressing escalated concerns as they arise.
  • Working with Customer Success to address escalated customer concerns.
  • Assist with legal requests for documentation related to criminal subpoena submissions.
  • Review Reveal platforms to analyze and troubleshoot issues of reporting and GPS tracking of customer units to ensure routing, tracking and driver ID status’ are correct.
  • Provides support to representatives when confronted with troubleshooting concerns they cannot resolve.
  • Reviews case work orders to ensure troubleshooting has been done completely and accurately.
  • Ensures equipment ordering has been processed correctly to align the customer's account with the correct equipment and subscriptions needed.
  • Reviews case work to ensure assignment of cases is complete and accurate.
  • Identifies gaps with case work that is still within a follow up status to determine what steps are needed to move the case work forward toward resolution, providing feedback and coaching to representatives during the process.
  • Works autonomously to address escalated concerns related to legal requests.
  • Coordinates with application support to provide historical data for subpoena requests.
  • Works independently on large accounts to resolve customer concerns related to tracking units.
  • Responsible for troubleshooting and identifying errors related to configuration, IP addresses and subscription services to align the customers account with systems to ensure services are operating correctly.
  • Facilitates conference calls with customer success and support teams to address escalated customer concerns, balancing the customers needs with the business to resolve issues with service and billing.
  • Obsesses about the customer experience actively seeking opportunities to contribute.

What we’re looking for...

Qualifications:

  • Requires advanced knowledge of principles and methods of technologies and practices in Customer Support specific to WORK Order integrations, Routist and Logbook/Tachograph.
  • Must have a strong understanding of troubleshooting tactics related to WORK Order integrations, Routist and Logbook/Tachograph to drive remediation in addition maintaining a strong relationship with R&D, Sales and Customer Success to resolve customer concerns.
  • Advanced knowledge of the product and supporting large customer accounts. Expert knowledge of GPS/GSM technology.
  • Must maintain advanced working knowledge of RFID & Bluetooth technologies, in addition to advanced level of knowledge related to iOS and Android Operating systems.
  • Must maintain advanced level of knowledge about the customer to provide a great customer experience.
  • Must maintain advanced level knowledge of electricity/electronics related to (power, ignition mass, ignition inhibition/vehicle immobilization).
  • Advanced understanding of government legislation related to WORK Order Integrations, Routist and Logbooks/Tachograph.
  • Must possess a strong knowledge of Sales and Account management processes and structure.

Education & Experience:

  • Bachelor’s degree or equivalent work experience required.
  • 1 year of Tier II representative experience.
  • 2 year’s experience supporting software or web-based products.

VZConnect


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.