What you’ll be doing...

Customer satisfaction drives our business, and you’ll have a role in ensuring that our customers remain happy by providing exceptional service and prompt responses to the needs of the customer and over 400 State, Local Government and Educational services customers. You’ll be responsible for supporting the 24x7 Floor Operations and Service Desk function and ensuring VBM NOC customers collaborate with our internal resources as appropriate. You’ll be part of an incredible team, having a positive impact on our business.

  • Responding to customer inquiries and conducting network surveillance.
  • Initiating and resolving incident management tickets.
  • Providing support to customers that have basic technical problems.
  • Documenting every interaction using one of the many tool sets provided.
  • Follow Standard Operating Procedure (SOP) documentation.
  • Perform Service Desk Management functions and work collectively with peers and management.
  • Advocating for the customer by escalating unresolved issues to the next level of support.
  • Monitoring the service desk ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed SLAs.
  • Maintaining user, customer, and departmental confidentiality at all times.

What we’re looking for...

You’re organized, details oriented, team centric, and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.

You’ll need to have:

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

Even better if you have:

  • A degree.
  • Verbal and written communication skills.
  • Capability to develop and communicate complex information clearly and concisely..
  • Knowledge of Microsoft office suite to include Microsoft PowerPoint, Excel and Word.
  • Experience with NOC operations.
  • Critical thinking, problem solving abilities, and decision-making skills.
  • ITIL Foundation Certificate or willingness to obtain within 12 months of start date.
  • Ability to thrive in a dynamic, fast paced 24x7x365 operations support environment,which requires the willingness to work in a flexible schedule, any shift, extended hours, weekends, or holidays as necessary.
  • Worked in environments operating under service level agreements.
  • Managed customer service requests.

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.

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.