Fiber Customer Support Analyst

Verizon • Garden City, NY

24d • Remote

About The Position

Provide technical support and customer service to Fios customers in a call center, assisting with voice, data, and video services over fiber and/or copper networks. Troubleshoot issues involving hardware, software, applications, networks, and devices, answer technical questions, and help configure customer equipment. This is a remote, work-from-home role with occasional in-person trainings and meetings. The scheduled workweek is 40 hours. Evening, weekend, holiday, and unscheduled shifts may be required based on business needs.

Requirements

• Dedication to customer service excellence.
• Strong communication skills and a positive, professional attitude.
• Ability to thrive in a fast-paced work environment.
• Pass the Computer & Internet Knowledge Test (210) and SACS HTML Results Test.

Nice To Haves

• A related associate degree or at least 2 years of relevant experience.
• Technical support call center experience.

Responsibilities

• Answer incoming customer calls about orders and trouble reports.
• Provide support for Voice, Data, and Video services and features within fiber and/or copper networks.
• Analyze and isolate trouble conditions, and create and sort trouble reports.
• Use knowledge of communication and networking components to support services and configure customer equipment.
• Communicate clearly and professionally, presenting technical and industry information appropriately for the audience.
• Work evenings, weekends, holidays, and unscheduled shifts as determined by business needs.

Benefits

• Health and wellness benefits
• 401(k) Savings Plan
• Paid time off
• Adoption assistance
• Tuition assistance
• Premium pay opportunities, such as overtime, shift differential, holiday pay, and allowances

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed