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...

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.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

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.
  • Fluency in English - verbal and written.
  • Ability to approach to questioning and adopts a logical troubleshooting methodology.
  • Customer Service: Demonstrates the 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.
  • Ability to nderstandthe use of time/workload management and prioritisation. Ensures this is used within a team dynamic.

Even better if you have:

  • Degree/equivalent qualification or equivalent business experience to demonstrate skills.
  • Ability to motivate groups to meet/exceed performance targets.
  • Ability to adapt quickly and effectively
  • Experience in working in a network or technical customer services environment in previous roles.
  • Understanding of IP / PIP / Data or transmission a bonus.
  • Experience in a 24*7 environment.