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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, you are responsible for taking incoming frontline 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 (Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT (Internet of Things), Thingspace, 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.
Responsibilities
Providing a high level of customer service and resolution support to multiple business customer types
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 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.
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 Tier 2 or Tier 3 technical support, specifically supporting business or enterprise customers.
Experience resolving high-stakes customer issues involving billing, technical Q&A, and complex product resolution through effective communication.
Technical Certifications: A+ Certification, Network+ Certification, or similar industry-standard credentials.
Experience in evolving technologies like Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, Thingspace, etc.
Experience leading teams, mentoring peers, or managing small-scale projects.
Benefits
Our comprehensive benefits (starting day one) and perks are designed to help you move forward in your career and in your life outside of Verizon.
From health and well-being benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package.
Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.
