Associate Engineer-Account Services

Verizon Communications • Cary, NC

166d • $65,000 - $106,000 • Remote

About The Position

As an Assoc Engr-Account Svcs, you'll be a part of a team that provides support for the latest automotive technology while providing world-class customer support and service experiences for automotive original equipment manufacturer clients. You'll use your technical expertise to play a key role in proactively providing real-time analysis, monitor network connectivity incidents to identify opportunities to improve processes, system gaps, connectivity services, develop custom reporting, and determine the best approach to ensure workgroups adhere to expectations. You will provide real-time incident management during service-related issues - triage and troubleshooting to identify the root cause, escalate then engage internal/external vendors until the issue is resolved. You will leverage your technical expertise to consult on improving the client's network connectivity and support services. Performing in-depth research of assigned problems to identify resolution options, select the best option, document these options, and present information to relevant team members and implement approved resolutions. Escalating issues to the appropriate internal/external engineer teams for resolution. Monitoring the client's performance and equipment (ie RAN, core, router, and backhaul) for alarms proactively. When alarms are detected, they are validated and correlated; if actionable, tickets are created, worked on, and resolution verified. Providing problem management support to detect root causes and mitigate against future events. Monitoring the client's performance. Working with internal teams including engineering, product, legal, support, finance, and IT to anticipate critical gaps. Managing multiple projects and activities simultaneously to enhance productivity and achieve optimal results. Implementing strategies and methods to enhance processes and improve the customer experience consistently. Generating, creating, and formatting custom reports.

Requirements

• Bachelor's degree or one or more years of relevant experience.
• Willingness to work a rotating schedule including nights, weekends, and holidays.

Nice To Haves

• Experience with facilitation and communication across all levels of the organization.
• Experience in working with cross-functional teams.
• Experience in problem-solving, analysis, and research.
• Experience in BGCO.
• Experience working with systems: ACSS, VIP, B360, Thingspace, ECPD, WFM.
• Experience in project management and organization.
• Demonstrated self-discipline, time management skills, and resourcefulness.

Responsibilities

• Provide support for automotive technology and customer service experiences.
• Perform real-time incident management during service-related issues.
• Conduct triage and troubleshooting to identify root causes.
• Engage internal/external vendors until issues are resolved.
• Consult on improving client's network connectivity and support services.
• Perform in-depth research of assigned problems to identify resolution options.
• Document resolution options and present to relevant team members.
• Monitor client's performance and equipment for alarms proactively.
• Create and manage tickets for actionable alarms.
• Provide problem management support to detect root causes.
• Work with internal teams to anticipate critical gaps.
• Manage multiple projects and activities simultaneously.
• Implement strategies to enhance processes and improve customer experience.
• Generate and format custom reports.

Benefits

• Medical, dental, and vision insurance.
• Short and long term disability insurance.
• Basic and supplemental life insurance.
• Identity theft protection.
• Pet insurance.
• Group home & auto insurance.
• Matched 401(k) savings plan.
• Stock incentive programs.
• Up to 8 company paid holidays per year.
• Up to 6 personal days per year.
• Parental leave and adoption assistance.
• Tuition assistance.
• Up to 15 days of vacation per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Telecommunications
• Education Level: Bachelor's degree