Implementation and Support Representative

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

This is a full-time role in Global Customer Success department. We are looking for a professional who is passionate to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through onboarding, troubleshooting issues, related to hardware or installations, as well as our mobile/web platforms and keep customers updated via phone & email of progress.

Essential job functions:

• Ensuring that the onboarding of customers is carried out on schedule.
• Coordinating installations between customer and installation vendor.
• Making sure the customer is comfortable with the product by checking the installations are complete and the training delivered.
• Becoming a technical expert of the Verizon Connect platforms and developing a deep understanding of the fleet management space.
• Working with other departments of Verizon Connect global organization as well as deal with customers and vendors on a daily basis.
• Handling incoming customer requests, both from external and internal calls & emails as well as from vendors by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders.
• Recognising the patterns for recurring matters and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level.
• Working in a multilingual environment while serving several markets.
  

What we’re looking for...

The ideal candidate is a multilingual customer service professional with rich technical skills and experience in supporting IOT/telematics branch customers. Candidate should have a clear understanding of what drives customer satisfaction, and also strong willingness to develop further.

You’ll need to have:

• Bachelor’s degree or relevant experience.
• Bilingual fluency in English and German.
• Experience in Technical IoT/ SaaS background and a customer-facing role.
• Experience in industrial systems, electronics, or similar hands-on support within Tier 1 or Tier 2 environment.

Even better if you have one or more of the following:

• Experience in Vendor Management and Scheduling Service Deployment activities.
• Experience in ERP & CRM systems - SAP and Salesforce would be preferred.
• Strong communication and listening skills.
• Well-developed time management and prioritization skills.
• Structured “can-do” approach to open matters and tasks in a demanding environment.
• Good methodical and conscientious documentation skills.
• Willingness to develop while identifying opportunities over self-reflection.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Diversity & Inclusion

We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.