About the position
When you join Verizon, you become part of one of the world's leading providers of technology and communications services, transforming the way we connect around the world. The Business Government Customer Organization (BGCO) is dedicated to assisting customers in achieving their organizational objectives while delivering a best-in-class customer experience. As a Technical Expert Coordinator, you will be responsible for taking incoming technical calls from Verizon Wireless business customers, focusing on technical troubleshooting, complex solutions support, and resolution. Your role is crucial in achieving business results through delivering exceptional technical support and customer experiences to high-value business and government customers. In this position, you will demonstrate advanced troubleshooting skills necessary to resolve a wide range of customer issues, including both advanced technical and customer service inquiries. You will support our current and evolving advanced products and solutions, such as 5G, Mobile Edge Computing, Private Networks, Telematics, Internet of Things, and Enterprise Messaging. Your responsibilities will include providing detailed information on how to set up and configure complex data and voice products, maintaining an in-depth knowledge of products and networks, and driving trouble ticket accuracy through deductive reasoning and tool utilization. You will also be expected to create and accept change and innovation in your area of the business to create greater value for customers, shareholders, and peers. This hybrid role allows you to work from home and in the office, with a defined work location that includes a minimum of eight assigned office days per month set by your manager. To be eligible for this position, you must be located within a 90-minute commute of the specified BGCO locations.
Responsibilities
- Perform advanced troubleshooting for hardware and software, diagnosing both network and application issues.
- Provide detailed information on how to set up/configure complex data and voice products.
- Deliver high-level resolution support to multiple business customer types as measured by Customer Experience Audits.
- Provide efficient customer support with proficiency in customer-facing systems.
- Maintain an in-depth level of knowledge of products and networks, positioning them as strategic solutions.
- Drive trouble ticket accuracy through deductive reasoning and tool utilization.
- Provide advanced technical support information to sales and support groups across all channels as appropriate.
- Create and accept change and innovation in your area of the business to create greater value for customers, shareholders, and peers.
- Leverage skills and abilities to best support the customer and 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 technical support experience.
- Experience with facilitation and communication across all levels of the organization.
- Experience resolving customer issues, billing, and/or handling product Q&A.
- Network Certifications: A+ Certification, Network+ Certification, etc.
- Experience with setting up or configuring complex data and voice products (Enterprise Messaging platforms and Private Networks).
- Experience in troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP configuration.
- Experience in Leadership.
Benefits
- Competitive hourly wage between $29 - $37.
- Flexible work schedule with hybrid work options.
- Opportunities for professional development and growth within the company.
