You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.
Answer and diagnose incoming service calls and Live Chats from Federal, State, Local and Education customers. Perform initial diagnosis and take actions to correct problems. Enlist network management personnel, terminal personnel, and other support groups as necessary to facilitate trouble resolution. Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with Service Desk procedures. Provide timely information to the customer regarding the status and resolution of their reported problem. Aggressively manage tickets to resolution and perform escalations when necessary.
Functional Responsibilities:
Answer incoming service calls and Live Chats from customers to perform initial diagnosis and take actions to correct problems.
Enlist network management personnel, support, repair organizations, and 3rd party providers as necessary to facilitate trouble resolution.
Document and track troubles within the Enterprise Ticket Management System to facilitate trouble resolution. All actions must be thoroughly documented within the ticket.
Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures.
Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities.
Update knowledge base systems to provide accurate troubleshooting guidelines related to repair activities.
Provide alternate solutions to resolve issues outside normal guidelines and procedures.
Participate on escalated customer issues and communicate technical information clearly and concisely in written and verbal forms.
What we’re looking for...
You exemplify values of integrity, accountability, respect, and excellence in all your work. You’re organized, detail-oriented, team centric, and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.
You’ll need to have:
Bachelor’s degree or relevant work experience.
Willingness to work weekends, nights, and holidays.
Customer Facing experience.
The ability to obtain a Public Trust Security Clearance.
Technical understanding of wireline services.
Even better if you have one or more of the following:
Why Verizon?
Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.
We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.
Your benefits are market competitive and delivered by some of the best providers.
You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.
We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.
You receive Corporate discounts to enjoy that Verizon has negotiated on your behalf.
Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.
You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.
Your benefits package will vary depending on the country in which you work.
- subject to business approval
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.
In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.
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We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.