Verizon Technical Customer Support in Waltham, Massachusetts

What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

The Verizon Connect WORK team is looking for passionate, articulate, and enthusiastic team members with a blend of strong customer service skills and technical support experience. The Level 1, Technical Customer Care Representatives will work in an environment that has the feel of a start-up backed by the resources of a larger company. This role will be focused on providing superior technical support to our customer base by educating them on our products, troubleshooting technical issues and providing an overall world class experience.

What we’re looking for...

TECHNICAL EXPERIENCE / REQUIREMENTS:

    • Minimum of 1-2 years in a fast-paced work environment required
  • 1-2 years’ experience supporting software or web based product (SAAS) preferred

  • Bachelor’s Degree or equivalent work experience required

  • Proficient with Microsoft Office suite / G Suite

  • Experience working with CRMs, Salesforce, NetSuite, QuickBooks, Webex, SLACK, Guru & Chrome extension tools are highly desirable

  • Efficiency and timeliness in managing workload & recording relevant details in CRM / Salesforce.com; status, steps & expectations set

  • Gather & document necessary data for issue replication, problem determination, troubleshooting and/or escalation

  • Maintain current knowledge of our software applications, support policies and available resources to problem solve independently in a changing, fast paced environment

  • Recognize when issues need to be raised to Level 2 support or Application Support for more in-depth database assessment or determining potential bugs and design flaws

  • Work closely with peers across all departments, to ensure an exceptional and seamless experience for our customers in evaluating and developing solutions

  • Assist with testing and researching technical problems and finding solutions

CUSTOMER SERVICE EXPERIENCE / REQUIREMENTS:

    • Highly organized & process driven; Adept in multi-tasking and incorporating time management strategies
  • Ability to exercise judgment & assess urgency in determining appropriate course of action with guidance of departmental procedures and practices

  • Open and willing to exchange feedback about performance and process

  • Creative in determining solutions to reduce impact to customer’s business and productivity

  • Passionate about servicing customers and partnering with them to achieve their goals

  • Effective verbal, written and interpersonal communication skills

  • Proven ability to clearly and successfully interact and communicate with internal & external customers in a friendly and personable manner via multiple channels (chat, phone, email)

  • Skilled at de-escalation; Able to negotiate positive outcomes, think on your feet, communicate with confidence and empathy to ensure a satisfying customer experience is delivered by the WORK Support Team.

JOB WORKING CONDITIONS / PHYSICAL DEMANDS:

    • Ability to spend all day sitting at a desk using a computer and hand or headset telephone
  • Flexibility to work an assigned shift between the hours of 7:00am-8:00pm EST, Mon-Fri

  • May be requested to work overtime, to ensure a stable case load 

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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

REQNUMBER: 482886-1A