Technical Expert - Customer Service

Verizon•Alpharetta, GA

2d•Hybrid

About The Position

When you join Verizon, you want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you’ll be doing... The Wireless Customer Care (WCC) is obsessed with assisting customers to reach their organizational objectives while delivering the best-in-class customer experience and assuring revenue retention and growth through long-term relationships with our clients. As a Technical Expert Coordinator, you are responsible for taking incoming technical calls from Verizon Wireless business customers, providing a world-class experience with a focus on technical troubleshooting, complex solutions support, and resolution. You are responsible for achieving business results through delivering best-in-class technical support and customer experiences to high-value business & government customers. Demonstrate advanced troubleshooting skills necessary to resolve the full scope of customer issues, including both advanced technical and customer service inquiries. You will be responsible for supporting our current and evolving advanced products & solutions (5G, Mobile Edge Computing, Private Networks, Telematics, Internet of Things, Enterprise Messaging, etc.) and providing individual account support to achieve issue resolution. You’ll be at the heart of our business and Advanced Technical Solutions, all while working both at home and in the office. The primary responsibilities associated with this position include: Performing advanced troubleshooting for hardware and software, and diagnosing both network and application issues. Providing detailed information on how to set up/configure complex data and voice products. Providing a high level of resolution support to multiple business customer types as measured by Customer Experience Audits, adapting to their varying needs and requirements. Providing efficient customer support with the ability to be proficient in customer-facing systems. Maintaining an in-depth level of knowledge of products, network, and the ability to position them as strategic solutions. Driving trouble ticket accuracy through deductive reasoning and tool utilization. Providing advanced technical support information to sales and support groups across all channels as appropriate. Creating and accepting change and innovation in your area of the business to create greater value for customers, shareholders, and peers. Leveraging skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solutions. This hybrid role requires in-office attendance on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays. We launch your career with a competitive starting salary of $52,900, starting on your very first day, our comprehensive benefits and perks are designed to support both your professional development and your personal life. From health and wellness programs to educational and career investments, we have you fully covered!

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.

Nice To Haves

One or more years of technical support experience.
Experience with facilitation and communication across all levels of the organization.
Experience resolving customer issues, billing, and/or handling product Q&A.
Network Certifications: A+ Certification, Network+ Certification, etc.
Experience with setting up or configuring complex data and voice products (Enterprise Messaging platforms and Private Networks).
Experience in troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP configuration.
Experience in Leadership.

Responsibilities

Performing advanced troubleshooting for hardware and software, and diagnosing both network and application issues.
Providing detailed information on how to set up/configure complex data and voice products.
Providing a high level of resolution support to multiple business customer types as measured by Customer Experience Audits, adapting to their varying needs and requirements.
Providing efficient customer support with the ability to be proficient in customer-facing systems.
Maintaining an in-depth level of knowledge of products, network, and the ability to position them as strategic solutions.
Driving trouble ticket accuracy through deductive reasoning and tool utilization.
Providing advanced technical support information to sales and support groups across all channels as appropriate.
Creating and accepting change and innovation in your area of the business to create greater value for customers, shareholders, and peers.
Leveraging skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solutions.