Verizon Technical Product Support Analyst in Irving, Texas
What you’ll be doing...
The Technical Product Support Analyst is an integral part of the Digital Enablement, Collaboration, and Customer Experience team within the Professional Services organization at Verizon Enterprise Solutions. In this position, you will support a variety of managed products for corporate customers like Managed Mobility, Verizon Care (customer premise equipment maintenance), and Contact Center Services support. This role is responsible for customer care and reporting using Excel and PowerPoint. Your role will include:
Overseeing Managed Mobility Customers
Be a single point of contact for customers of our corporate Managed Mobility offering. This is a product that provides Mobile Device Management and Mobile Application Development for external corporate customers.
Host monthly/quarterly meetings with customers to identify issues and enhancements, produce reports and review with the customer, handle SLA reporting, and escalate issues to your supervisor for resolution when necessary.
Customer Relations for Verizon Care Customers
Verizon Care is a product maintenance service for Customer Premise Equipment (CPE) which includes network gear like routers and switches.
Be a point of escalation for Verizon Care customers should they experience issues with CPE troubleshooting or replacement.
Follow up with customers when replaced equipment is not returned to the vendor in a timely manner.
Produce reports on a quarterly basis to show product usage, ticket volumes, end of life dates for equipment, etc.
Contact Center services support
Support an internal Verizon team who accepts incoming calls and processes requests for other companies’ services.
Manage implementations and ongoing support of new customers and provide reports and billing support along with developing communication plans for each customer.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
Experience creating reports in Excel using vlookups, pivot tables, and macros.
Experience creating MS PowerPoint presentations.
Willingness to work on call evenings and weekends as needed.
Even better if you have:
Bachelor’s degree or four or more years of experience in a technical customer service role.
Experience creating MS PowerPoint presentations for formal business purposes.
A combination of experience that includes technical support, project management, and customer service.
Technical project management experience in an enterprise environment.
Experience in an enterprise technical support role supporting external business customers.
Experience interacting with a variety of corporate personnel, including engineers, technicians, managers, project managers, and executives.
Demonstrated a high sense of urgency, excellent follow up and follow through abilities.
Experience managing competing priorities in a time sensitive, fast-paced environment.
Experience managing technical projects and work priorities independently.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.