What you’ll be doing...

•Handle customer repair tickets/incidents on demand by taking ownership of issue and manage the demands of multiple assigned tickets via ETMS Center Management (ECM).
•Enlist network management personnel, support, or repair organizations as necessary to facilitate trouble resolution and assist technicians within the repair center to minimize or address long duration troubles.
•Document and track troubles within the Enterprise Ticket Management System (ETMS WOW) to facilitate trouble resolution.
•Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures.
•Provide alternate solutions to resolve issues outside normal guidelines and procedures.
•Interface with Verizon and/or local providers for the isolation and repair of customer troubles.
•Exercise ownership and independent judgment and manage the escalation process as required, in support of trouble repair activities.
•Demonstrate leadership while assisting management in meeting organizational goals by driving efficient workflow.
•Reinforce the use of and educate the customers on Verizon’s automation tools such as the VEC, Quick Functions, email statuses and e-bonding.
•Available to work in a 24x7 environment and adjust schedule to accommodate the needs of the business.
•Assist with inbound escalation calls as required to support the team (real-time or in a disaster recovery situation).
•Lead day to day deliverables partnering with the supervisor and manager in making sure that tasks are assigned to the engineers on-duty and ensure follow through.
•Lead the ticket bucket and queue monitoring and management as well as monitoring incoming escalation calls.
•Assist the supervisor in identifying and collecting common issues and ensure follow through to resolution.
•Initiate team meetings or team huddles to discuss gaps (process, technical-related, etc) and discuss resolution to address these gaps.
•Creation and documentation of process improvement plans.
•Quality monitoring through tickets and calls evaluation and coaching in partnership with the supervisors and managers.
•Assist the supervisors and managers in ensuring staff scheduling and real-time management of the buckets and calls queue.

What we’re looking for...

You will need to have:
•Bachelor’s degree or four or more years of work experience.
•Four or more years of relevant work experience.
•Experience on Verizon Enterprise Solutions Service Assurance processes for Data, Voice, IP and Managed Services to include ticket handling and escalation management to Verizon and local partner teams.
•Experience on Verizon ticketing systems to include ETMS WOW, VZB Central, WFA, vRepair.
•Experience on Verizon provisioning & inventory systems to include COMS, F&E, Inventory Central, MECCA, etc.
•Specialized product and/or network knowledge to be utilized in helping resolve customer maintenance issues.
•Experience in MS Office applications.
•Technical knowledge of Verizon network tools used in troubleshooting customer issues (e.g. ITS, Subnet Manager, Network Monitoring Tool, Port Tool) and the interface to local partner networks.
•Knowledge of network performance and analysis - formulate plans of action on ongoing network improvements.
•Ability to actively test circuits and troubleshoot basic network problems.

Even better if you have:
•A degree.
•Excellent interpersonal skills as well as written and verbal communication skills, be self-motivated and have strong organizational skills to create a positive customer experience and foster a strong relationship with Verizon sales and service teams.
•Strong customer facing skills and the ability to diffuse sensitive customer situations.
•Focus will be on coordination of the overall Incident Management process including but not limited to: proactive communications to customers both written and verbal, technical and management escalations, facilitation of conference bridges as needed and root cause analysis when necessary
•Professional withescalations within Verizon, local partners and/or third parties when necessary to ensure progress towards resolution.
•Result oriented and has the ability to act independently in absence of detailed instructions.
•Ability to prioritize multiple work activities to ensure on-time customer service management delivery and/or project completion.
•Previous telecommunications technical experience including five or more years in a customer support environment.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.