Customer Support Analyst

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing…

As a Verizon Connect Customer Support Analyst, you will ensure our customers’ success through the delivery of our Tier 2 support functions.

You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations, as well as our mobile/web platforms and keep customers updated via phone & email

Responsibilities will include:

Becoming a technical expert of the Verizon Connect platforms and developing a deep understanding of the fleet management space.
Handling customer calls (via Tier 1) for escalated issues, including customer managed installations.
Taking calls from Technicians to troubleshoot GPS tracker Service or Installations.
Handle incoming customer requests raising & managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders .
Answering customer questions about Verizon Connect products and services.
Helping customers solve problems using Verizon Connect solutions.
Arranging Service visits with Installers/Technicians on the customers’ behalf.

Customer Support Analyst

What we’re looking for…

Our Customer Care is phone & email based, requiring excellent verbal and written communication skills.

Your ability to multitask will see you thrive in our dynamic, busy environment. You should be successful at managing yourself and your workload, have a positive & friendly manner, be effective at solving problems and be able to respond promptly to customers.

You’ll need to have:

Bachelor’s degree or one or more years of work experience.
One or more years of relevant experience in Customer Service.
Understanding or experience with auto-electrical installations and/or GPS tracking.
Excellent verbal & written communication skills.
Strong understanding of office & case management tools.
Ability to delight our customers.

Customer Support Analyst

Even better if you have one or more of the following:

A practical technical aptitude for assimilating technical concepts and new technology.
Strong problem-solving skills; gathering & analyzing information efficiently & effectively.
Ability to understand and manage customers & build rapport.
Ability to prioritize effectively within tight schedules and a fast-paced environment.
Commitment to professionalism, follow-through & attention to detail.
Willingness to work in shifts Mon-Fri between 8am & 6pm

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.