What you’ll be doing...

At Verizon Connect, we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 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.

Information is the fuel that drives our business. When plentiful, information enables sound business decisions. When well-analyzed, it has the power to effect change. When shared with others, it sparks improvement. At Verizon Connect, we are pioneering patented technologies and innovative services designed to harness the power of the vehicle information network – real-time, anytime. From reducing the cost of vehicle manufacturing, service and ownership to supercharging fleet productivity, safety and convenience, we are setting new standards in the vehicle Telematics industry. What could be achieved with the right information? Imagine the possibilities we have.

About Us
We are delivering the next generation of vehicle information-based technologies and services - today. Our patented systems allow complete connectivity to any make or model vehicle, but that is just the beginning. What really differentiates us from other companies is our broad portfolio of services. Each designed to significantly improve vehicle and customer relationship management potential while greatly reducing costs. Whether in the business of automotive manufacturing, dealer operations, fleet management or affiliated services such as insurance or car rental, we can help map out the fastest road to greater efficiency and revenue. We will also demonstrate solutions never thought practical. To perform this job successfully, an individual must be able to perform the essential functions for this position and meet the physical requirements needed to perform these functions. Reasonable accommodations may be made for qualified individuals with disabilities.

The Advanced Support Specialist is responsible for handling customer and client interactions and other administrative duties in a fast paced, dynamic team environment. The Advanced Support Specialist is responsible for the complete, accurate, precise and timely documentation of all interactions. In some cases, the Advanced Support Specialist will be responsible for initiating action to client, subscribers or helpdesk requests to be reviewed and resolved. The Advanced Support Specialist must possess the ability to recognize when an issue must be escalated to Team Lead/Supervisor/Manager.

Advanced Support Specialist must have the ability to work a flexible schedule. The core hours of operation are 8am to 8pm Mon – Fri and 9am – 6:30pm Saturday. All Advanced Support Specialist are required to work a rotating Saturday shift.

All hours are subject to change based on business needs.

Key Areas of Responsibilities:
• Provide phone based support 100% of the workday using a professional speaking voice (Unless notified by supervisor/manager)
• Inbound/Outbound communications with Clients – (e.g. Calls, E-mails)
• Maintain a high level of call quality as measured by a dedicated Quality Assurance team
• Demonstrates exceptional customer service on all internal and external interactions
• Review and respond to client complaints – (e.g. Escalate the appropriate path when necessary)
• Provide technical and administrative support to Dealership staff - (e.g. Sales, Service, Subscribers, and Help Desks)
• Advise/educate clients within procedural guidelines to ensure a complete understanding of the process
• Consistent and coherent documenting of every call interaction
• Demonstrate ownership of issues through resolution
• Handle customer tech support calls and emails relating to web portal and mobile applications
• Actively participate in team discussions/meetings
• Ability to work in a team and independently as needed
• Ability to share critical information with peers and ensure that procedural information is current and accurate
• Case load management with daily follow-up with customers
• Understand Cellular troubleshooting and connectivity concepts
• Research and troubleshoot of questions and problems
• Use active listening, problem-solving, and critical thinking to resolve customer concerns
• Enthusiastic approach towards learning new systems and skills
• Other duties that may be assigned by Team Lead/Supervisor/Manager

What we’re looking for...

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Basic/Intermediate knowledge of Microsoft Windows
• Call Center Customer Service and/or Client Relationship Experience – 5 years
• Technical Support – 1yr
• Moderate understanding of Cellular network connectivity and troubleshooting
• Typing Skills – 30 to 40 wpm
• Multi-tasking
• Relationship building skills
• Previous CRM Experience
• Critical Thinking Oriented
• Basic/intermediate knowledge of Microsoft Office – (e.g. Word, Excel, Outlook, Access, PowerPoint)
• Basic/intermediate knowledge of the Internet
• Ability to work under pressure
• Communication – Verbal/Written
• Task Oriented
• Schedule Flexibility (Evenings/Weekends)
• Organizational skills
• Ability to work unsupervised


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.