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.

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.

The Verizon Connect WORK team is looking for passionate, articulate, and enthusiastic team members with a blend of strong customer service skills and technical support experience.

The Level 1, Technical Customer Care Representatives will work in an environment that has the feel of a startup backed by the resources of a larger company.

This role will be focused on providing superior technical support to our customer base by educating them on our products, troubleshooting technical issues and providing an overall world class experience right from your desk.

  • Take ownership and respond to cases in the CRM tool submitted via email, application, or voicemail
  • Handle inbound customer calls and create cases; make outbound calls as needed.
  • Respond promptly to correspondence from customers.
  • Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT, etc.).
  • Continued training, development, and certifications.
  • Acquire and maintain current knowledge of relevant product offerings and support policies to troubleshoot, analyze, and resolve causes of software problems.
  • Efficiently receive, evaluate, process and appropriately document customers’ cases using a CRM system.
  • Gather necessary data for issue replication, problem determination and/or escalation.
  • Identify when an issue needs to be raised to Level 2 support or Application Support for more in-depth database assessment.
  • Work closely with peers across all departments, to ensure an exceptional and seamless experience for our customers evaluating and developing solutions.
  • Assist with testing and researching technical problems and finding solutions.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • One or more years of experience supporting software or web based product.
  • Willingness to work a flexible schedule, including nights, extended hours and weekends as necessary.

Even better if you have:

  • A degree.
  • One or more years of experience in a fast paced work environment.
  • Experience with Microsoft Office suite (Outlook, Word, Excel).
  • Experience with Salesforce.com.
  • Ability to maintain knowledge of our software applications and available resources to problem solve independently in a changing, fast paced environment.
  • Experience with CRM software.
  • Strong verbal, written and interpersonal communication skills.
  • Ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email).
  • Provide creative solutions to customer problems to ensure customer productivity.
  • Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
  • Strong multi-tasking and time management skills.
  • Passionate about customers and helping them reach their goals.
  • Ability to provide an outstanding customer experience and go the extra mile in everything you do.
  • Perform miscellaneous job-related duties as assigned.
  • Ability to be empathic with customer concerns in order to ensure customers have positive experiences interacting with our support team.
  • Process driven to ensure successful customer interactions and issue resolution.
  • Highly organized with little direction or support.
  • Ability to translate technical terms to non-technical language.

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.