What you’ll be doing...

Responsibilities:

  • Managing all externally referred US-based 3rd Party LEC supplier tickets by monitoring ETMS tickets in the teams work queue.
  • Manage incoming & outgoing information from 3rd Party suppliers.
  • Liaise and escalate with the 3rd Party suppliers and 1st level management to speed up resolution of Incident.
  • Liaise with 3rd party supplier and Tier 1 Support engineers where technical assistance is required i.e. setting up calls between both parties.
  • Flagging jeopardy tickets to relevant engineer or TL / Management chain.
  • Attend a weekly management meeting where you will be expected to contribute and be fully engaged. This is where changes that affect the team are discussed and so discretion is required.
  • Attend a monthly one to one meeting where you will be expected to contribute and be fully engaged.

Awareness of and adherence to Verizon corporate policies and procedures such as CPI-810, as well as compliance with departmental policies, ISO9001 and ISO27001 requirements.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Ability to motivate groups to meet / exceed performance targets.
  • Effective delegation, collaborative, directive and permissive styles of management.
  • Excellent understanding of business strategy and future intentions.
  • Ability to adapt quickly and effectively.
  • Ability to manage issues / situations effectively.
  • Experience in working in a network or technical customer services environment in previous roles.
  • Basic understanding of IP / PIP / Data or transmission a bonus.
  • Product and service level understanding of IP, Data, and Transmission technology.
  • Structured approach to questioning and adopts a logical troubleshooting methodology.
  • Excellent level of presentation skills and is able to represent the IME organization and Client Service Assurance team in a customer facing (internal and external) situation in a professional manner.
  • Ability to remain customer focused and the importance of exceeding customer expectations.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Understanding and practical use of time/workload management and prioritization. Ensures this is used within a team dynamic.
  • Strong coaching skills in order to interact with other teams.
  • Excellent understanding of the techniques used in training/coaching.

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.