Technical Expert - Customer Service

Verizon•Salt Lake City, UT

1d•Hybrid

About The Position

Verizon’s Wireless Customer Care organization supports business customers in achieving their objectives while delivering strong customer experiences and supporting revenue retention and growth. The Technical Expert handles incoming frontline technical calls from Verizon Wireless business customers, including high-value business and government customers. The role provides advanced technical troubleshooting, complex solutions support, and issue resolution for current and evolving products such as Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, and Thingspace. The role provides individual account support and works in a hybrid arrangement, combining work from home with at least three days per week in the office. The role has 40 scheduled weekly hours and offers a competitive starting salary of $52,900, with incentive-based compensation potential.

Requirements

Bachelor’s degree or at least one year of work experience.
At least one year of customer service and/or sales experience.
Willingness to work a flexible schedule, including evenings and weekends.
For consideration in the Salt Lake City, UT or Annapolis Junction, MD locations while remaining home-based, must be a current WCC employee based in one of those two locations.

Nice To Haves

At least one year of Tier 2 or Tier 3 technical support, specifically supporting 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 technical 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 a high level of 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 customer support and use customer-facing systems proficiently.
Maintain in-depth knowledge of products and networks and position them as strategic solutions.
Improve trouble-ticket accuracy through deductive reasoning and use of tools.
Provide advanced technical support information to sales and support groups across channels as appropriate.
Embrace change and innovation to create greater value for customers, shareholders, and peers.
Use skills and abilities to support customers, identify growth opportunities, and provide proactive solutions.
Support advanced products and solutions, including Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, and Thingspace.
Work in the office Tuesdays, Wednesdays, and Thursdays, with the option to work remotely Mondays and Fridays, subject to hybrid work policies and manager-defined work location.

Benefits

Medical, dental, and vision benefits.
Short- and long-term disability insurance.
Basic and supplemental life insurance and AD&D insurance.
Identity theft protection, pet insurance, and group home and auto insurance.
Matched 401(k) savings plan.
Up to 8 company-paid holidays per year and up to 6 personal days per year.
Paid parental leave and adoption assistance.
Tuition assistance.
Newly hired employees receive up to 15 vacation days per year, with vacation increasing with additional service.
Potential premium pay, including overtime, shift differential, holiday pay, and allowances, depending on the role.
Incentive-based compensation with potential to earn more.
Health and wellness programs and educational and career investments.