Technical Expert - Customer Service

Verizon • Alpharetta, GA

5h • Hybrid

About The Position

Verizon’s Wireless Customer Care (WCC) supports business customers in reaching their organizational objectives through high-quality customer experiences, revenue retention, and long-term relationships. The Technical Expert handles incoming technical calls from Verizon Wireless business customers, delivering advanced troubleshooting, complex solutions support, and issue resolution for high-value business and government customers.

The role supports current and evolving products and solutions, including Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, and Thingspace. It involves troubleshooting hardware and software, diagnosing network and application issues, configuring complex data and voice products, and providing account-specific support. This hybrid position combines work from home with in-office attendance at least three days per week. The stated schedule is 40 hours per week.

Requirements

• Bachelor’s degree or one or more years of work experience.
• One or more years of customer service and/or sales experience.
• Willingness to work a flexible schedule, including evenings and weekends.
• Ability to investigate technical problems, identify root causes, quantify impact, and pursue solutions.

Nice To Haves

• One or more years of Tier 2 or Tier 3 technical support, specifically for business or enterprise customers.
• Experience resolving high-stakes customer issues involving billing, technical questions, and complex product resolution through effective communication.
• A+ Certification, Network+ Certification, or similar industry-standard credentials.
• Experience with evolving technologies such as Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, or Thingspace.
• Experience leading teams, mentoring peers, or managing small-scale projects.

Responsibilities

• Provide customer service and resolution support to multiple types of business customers.
• Perform advanced hardware and software troubleshooting and diagnose network and application issues.
• Explain how to set up and configure complex data and voice products.
• Provide efficient support using customer-facing systems.
• Maintain in-depth knowledge of products and networks and position them as strategic solutions.
• Ensure trouble tickets are accurate through deductive reasoning and use of tools.
• Provide advanced technical support information to sales and support groups across channels, as appropriate.
• Adopt change and innovation to create value for customers, shareholders, and peers.
• Use skills and abilities to support customers and identify opportunities for growth and proactive solutions.
• Support advanced products and solutions, including Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, and Thingspace.
• Provide individual account support to achieve issue resolution.

Benefits

• Medical, dental, and vision insurance.
• Short- and long-term disability insurance.
• Basic and supplemental life insurance.
• AD&D insurance.
• Identity theft protection.
• Pet insurance.
• Group home and auto insurance.
• Matched 401(k) savings plan.
• Up to 8 company-paid holidays per year.
• Up to 6 personal days per year.
• Paid parental leave.
• Adoption assistance.
• Tuition assistance.
• Vacation of up to 15 days per year for newly hired employees, increasing with additional service.
• Potential premium pay, including overtime, shift differential, holiday pay, and allowances.
• Incentive-based compensation with potential to earn more.
• Health and wellness programs and educational and career investments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level