What you’ll be doing...

This position is for Tier 2 portal support team that provides an advanced level of online technical support to internal and external customer for Business, Federal, State and Local Government Accounts. This individual will be responsible for having thorough knowledge and understanding of a number of Verizon web portals and be accountable for achieving business results through a best-in-class customer experience.

Responsibilities will include:

  • Investigate, manage, and resolve complex and unique trouble tickets reported by Verizon portal users in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc.).
  • Diagnose and escalate issues as needed.
  • Communicate with portal users to update them on ticket status and gather further info as necessary.
  • Route issues to application developers for investigation as needed and see issues through to resolution.
  • Clear and thorough documentation on tickets.
  • Develop and maintain a working knowledge of Verizon proprietary applications and processes. Manage tickets and customers to a very high level customer service and support.

What we’re looking for...

You will need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience in troubleshooting applications.

Even better if you have:

  • Bachelor’s degree.
  • IT related certifications.
  • Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
  • Strong technical competency and problem solving skills.
  • Ability to manage and prioritize multiple tasks under dynamic enviroments.
  • Organized and efficient; tracks and follows through on commitments.
  • Excellent verbal and written communication skills.

#CustomerOperations

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.