What you’ll be doing...

As a Technical Support Specialist you will be working in a fast paced, dynamic environment. As part of this leading edge technical support team, you will participate in providing world-class support to Verizon’s Designated Enterprise customer base. You will provide a unique mixture of solutions-oriented technical support and customer service, resulting in maximum customer satisfaction.

  • Being first point of contact for Verizon designated customer repair issues via telephone, Online, or proactive ticket notification.
  • Responding with a sense of urgency when receiving customer correspondence.
  • Adhering to all established ticket and call handling policies and processes.
  • Processing of the incoming service enquiries and swivel chairing into the different Verizon product stacks (Network, Cloud and Security). As well as LOA and TPV swivel chairing.
  • Forwarding customer inquiries to appropriate second level support groups whilst retaining ownership on behalf of the customer.
  • Keeping customers informed and updated within the timeframe as stated in the SLA via the customers agreed method of delivery phone, email or via the VEC.
  • Notifying customers of network changes and outages.
  • Demonstrating dedication to resolve each problem by following case ownership guidelines to ensure resolution within MTTR, including where agreed swivel chairing LOA or TPV on behalf of the customer.
  • Adhering to established escalation procedures and communicating problems or customer complaints to the Team Leader/manager.
  • Knowing and understanding work instructions, procedures, and customer specific instructions and following them in the daily work.
  • Attending daily follow-up call with customers to discuss on going live fault repair tickets updating on action plans for restorations of service.
  • Documenting and tracking of all customer interaction; must be recorded in ETMS.
  • Reaching the customer satisfaction objectives by meeting or exceeding the department’s goals for the following call center metrics: Average speed of call answer, Service level, MTTR, Abandonment Rate.
  • Becoming familiar with the VZ product portfolio and applications across all towers Network, cloud and Security.
  • Attending shift and team meetings and contributing with feedback and suggestions.
  • Working between 7am and 10pm (extended hours shift).

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.

Even better if you have:

  • A degree.
  • Excellent English language skills, verbal and written.
  • Computer proficiency (key board, Microsoft Office etc.).
  • Multilingual skills.
  • Demonstrated excellent customer service skills.
  • Ability to be flexible in a changing environment.
  • Ability to be team oriented as well as the ability to work on own initiative with a proactive working style.
  • Demonstrated excellent communication skills both verbal and written.
  • Ability to solve problems and to turn complaints into opportunities.
  • A high degree of customer focus, ideally honed during previous Customer services experience / in a Telecoms environment.
  • The ability to multi task, to manage your time and your workload.

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.