What you’ll be doing...

We’ve got more than the industry’s best technology—we’ve got the industry’s best service as well. When a customer has a problem, you’ll be the one to support them by managing the incident to ensure a speedy recovery (even if it means getting a little creative). You will receive full support in terms of training to be able to do so and your colleagues will always help you out should you get stuck. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.

Our new solution Unified Communication and Collaboration as a Service (UCCaaS) provides services such as:

  • Call control (audio, video)
  • Integrated/unified voicemail
  • Presence and Instant Messaging
  • Enterprise mobility.

UCCaaS is far more than just Cloud-based delivery of communication and collaboration services:

  • UCCaaS integrates with existing services such as Private IP, IP Trunking, audio conferencing, net conferencing powered by WebEx, and Open Video Communications (OVC). The flexibility built into the UCCaaS platform permits extensibility into future services, as well.
  • UCCaaS integrates communications services into Enterprise ERP, CRM, and specialty applications such as SAP, Oracle, Salesforce, and Jive to allow users of those applications to click to call, see presence status and Instant Message, or launch a WebEx directly in those applications, creating seamless communications directly in the application and increasing business agility.

You’ll be responsible for trouble ticket management and 1st line diagnostics of the VoIP/UCC customer services.

  • Acting as a Technical Owner contact for Service Desk, handling tickets and driving resolution for the appropriate service issues.
  • Maintaining a good understanding of customer needs and business.
  • Maintaining an up to date knowledge of Verizon products, services and technical issues to enable a rapid solution to customer faults.

What we’re looking for...

You exemplify values of integrity, accountability, respect and excellence in all work you carry out. 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:

• Experience operating IP networks.
• Knowledge of VoIP/IPT technologies.
• An advanced level of English – both written and spoken.
• Experience in a service provider or a service desk environment.
• Strong analytical skills with demonstrated problem solving ability.
• A Customer focused mindset.
• Excellent communication skills.
• A structured work approach.

Even better if you have:

• CCNA certification or equivalent.

• Knowledge of SIP or SCCP protocols

• Knowledge of CUCM, CUC, Unity, CUPS or IMP

• ITIL Foundation certification.

• Experience with ticketing software.

• A degree.

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.