What you’ll be doing...

The Technical Service Manageris a key customer advocate responsible for ensuring, maintaining and enhancing the performance of customer networks in order to deliver customer satisfaction and generate potential additional revenue. The TSM will serve as a consultant to the customer to continually drive optimization, stability and durability of the customer’s network while working closely with the appropriate Verizon internal organizations using knowledge of established procedures, policies and practices.
  • Customer service, relationship advocacy, success managementconnecting high value customer needs with the growth and support teams within a larger enterprise
  • Understanding of network security best practices
  • Reduce the exposure of installed services to incidents through the use of systems to understand vulnerability.
  • Demonstrated knowledge of VOIP technology including hands on experience troubleshooting and supporting
  • Review / maintain firmware inventory and mirroring against current secure package availability.
  • Evaluate network needs and recommend appropriate changes to the customer to ensure SLA compliance or risk mitigation.
  • Drive implementation of technical solutions.
  • Manage complex technical incidents and problems impacting customer's service availability and escalation of incidents to appropriate levels in organization.
  • Build strong relationships and maintain regular communication with assigned customer contacts to understand and manage performance / service expectations.
  • Develop customer loyalty as well as retention and manage customer relationship in close cooperation with the Service Program Manager and the account team.

What we’re looking for...

You’ll need to have:
  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
Even better if you have:
  • A degree.
  • Five or more years of job related work experience.
  • Experience in Incident, Problem and Change Management.
  • Strong technical abilities in IT and Telecom.
  • Program Management reporting experience.
  • Advanced knowledge of MS office applications.
  • Capability to understand client needs to drive development of solutions that are aligned with customer's emerging business needs.
  • Customer focus and strong relationship management skills.
  • Certificationin CCNA, ITIL, and/or PMP.

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.