When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...

Agent will be responsible for Customer Support related service tickets for Reveal Customers.

  • Monitor queues and incoming escalation cases.
  • Verify escalation requests, determine priority and assign escalations.
  • Assist Tech Analysts with creating a strategy to de-escalate customers when needed.
  • Own escalation projects and high priority escalations.
  • Work with internal partners to drive resolution.
  • Respond promptly to correspondence from customers.
  • Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT, etc.)
  • Continued training, development, and certifications.
  • Participate in knowledge based content creation.

What we’re looking for...

You need to have:

  • Bachelor’s degree or one or more years of work experience.
  • One or more years of Support experience with Reveal.
  • Technical Support experience.
  • Willingness to work flexible shifts, which may include early morning hours, late night hours, or weekend hours.

Even better if you have:

  • Proficient at managing difficult, emotional and highly escalated customers.
  • Strong at building rapport with customers and working with internal partners.
  • Resourceful and creative thinking skills.
  • Ability to understand and escalate issues efficiently and appropriately.
  • Strategic thinking to provide a plan for resolution on unique or widespread issues.
  • Prioritized effectively within tight schedules and a fast paced environment.
  • Strong internet and computer skills.
  • High technical aptitude for assimilating technical concepts and new technology.

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. 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

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).