Sr Analyst Vendor Management

Verizon•San Diego, CA

6d•$68,000 - $123,000•Hybrid

About The Position

Verizon Connect helps small, mid-sized, and enterprise level businesses stay connected with their drivers and fleets through the latest M2M technology. Our vendor based support team operated 24 hours a 7 day days a week 365 days a year. Your role will be part of our Vendor Management team, helping to support and guide our vendor teams from an influencing role. Our vendor support agents take inbound calls and chats, and work cases to address various customer concerns. This role includes reviewing interactions, building action plans, identifying gaps, providing coaching and training suggestions and guidance. All with the goal of providing our customer a world class customer experience Verizon Customers have come to expect.

Requirements

Associate’s degree or two or more years of work experience.
Three or more years of relevant experience required, demonstrated through work experience and/or military experience.
Verizon Quality Assurance training or experience
Report management or analysis experience

Nice To Haves

Verizon Connect Reveal Support experience
Escalation mitigation experience
Call center experience. Ideally, in telematics, telecommunications, or IT.
Provided technical support for software and/or hardware products. Ideally, in a SaaS environment.
Diagnosed and provided tech support for GPS, cellular devices, and website issues.
Customer relationship management software user experience. Ideally, Salesforce.com
Database management software experience
Training development/delivery experience

Responsibilities

Daily case and call audits
Developing coaching and training materials
Building out new processes and documentation
Updating/Creating Knowledge Base articles
Building and managing case reporting in Salesforce CRM
Building reporting and monitoring calls in VZC Contact Center
Tracking, updating, and verifying reporting
Coordinating with internal and external teams to ensure customer concerns are resolved