What you’ll be doing...

Customer satisfaction drives our business, and you’ll have a role in ensuring that our customers remain happy by providing exceptional service and prompt responses to the needs of the customer and over 400 State, Local Government and Educational services customers. You’ll be responsible for supporting the 24x7 Floor Operations and Service Desk function and ensuring VBM NOC customers collaborate with our internal resources as appropriate. You’ll be part of an incredible team, having a positive impact on our business.

  • Responding to customer inquiries and conducting network surveillance.
  • Initiating and resolving incident management tickets.
  • Providing support to customers that have basic technical problems.
  • Documenting every interaction using one of the many tool sets provided.
  • Following Standard Operating Procedure (SOP) documentation.
  • Performing Service Desk Management functions and work collectively with peers and management.
  • Advocating for the customer by escalating unresolved issues to the next level of support.
  • Monitoring the service desk ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed SLAs.
  • Maintaining user, customer, and departmental confidentiality at all times.

What we’re looking for...

You’re organized, detail oriented, team centric, and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.

Even better if you have:

  • A degree.
  • Verbal and written communication skills including capability to develop and communicate complex information clearly and concisely.
  • Solid grasp of Microsoft office suite to include Microsoft PowerPoint, Excel and Word.
  • Familiarity with NOC operations.
  • Critical thinking, problem solving abilities, and decision-making skills.
  • ITIL Foundation Certificate or willingness to obtain within 12 months of start date.
  • Demonstrated ability to thrive in a demanding, fast paced 24x7x365 operations support environment, which requires the ability to work any shift, plus extended hours, weekends, or holidays as required.
  • Worked in environments operating under service level agreements.
  • Managed customer service requests.

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.