Technical Customer Service

Verizon - Waltham, MA (30+ days ago)3.9

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.

Take ownership and respond to cases in the CRM tool submitted via email, application, or voicemail

Handle inbound customer calls and create cases; make outbound calls as needed Respond promptly to correspondence from customers Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT, etc.) Continued training, development, and certifications Participate in knowledge based content creation and playbook edits

What we’re looking for...

Education/Learning Experience: BS or BA or equivalent years of experience
Work Experience: Customer Service experience required, Technical Support experience preferred

Capable of managing difficult or emotional customers and building rapport
Ability to understand and escalate issues efficiently and appropriately
Prioritize effectively within tight schedules and a fast paced environment
Strong work ethic and customer service orientation with high integrity and ethics
Commitment to professionalism, follow-through and attention to detail
Very strong internet and computer skills
High technical aptitude for assimilating technical concepts and new technology
Ability to work flexible shift, which may include early morning hours, late night hours, or weekend hours
Behavior Competencies (e.g. planning, organizing, written/oral communication, adaptability, analytical reasoning, teamwork, detail orientation)

Strong problem solving skills; gathers and analyzes information skillfully
Excellent English writing, email, and verbal communication skills, especially the ability to listen and comprehend effectively, are a must
1-2 years experience in customer service environment
Keywords: Telematics, Fleetmatics, Telogis, Skyward, Operations, Customer Care, Customer Service
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.