When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

  • Managing all externally referred US-based 3rd Party LEC supplier tickets by monitoring ETMS tickets in the teams work queue.
  • Managing incoming & outgoing information from 3rd Party suppliers.
  • Liaising and escalate with the 3rd Party suppliers and 1st level management to speed up resolution of Incident.
  • Liaising 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.
  • Attending 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.
  • Attending 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 one or more years of work experience.
  • Fluency in English - verbal and written.

Even better if you have:

  • Degree/equivalent qualification or equivalent business experience to demonstrate skills.
  • Problem solving skills- employed a structured approach to questioning and adopts a logical troubleshooting methodology.
  • Customer service skills- demonstrated the ability to remain customer focused and the importance of exceeding customer expectations.
  • Team Work: Demonstrated the ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Time Management skills- demonstrated an understanding and practical use of time/workload management and prioritization.
  • Ensures this is used within a team dynamic.
  • Ability to motivate groups to meet/exceed performance targets.
  • Demonstrates the ability to adapt quickly and 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.