Technical Support Specialist

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...

The Verizon Customer Success Channel Technology team is searching for a Consultant to be a subject matter expert for systems and technical support of our service channel and frontline teams across both Internal and Partner Success Organizations. This person will build and sustain in person partnerships in the Mexico City/LATAM region and virtually across the globe thus identifying and expediting systems triage, troubleshooting and defect resolution processes for mission and business critical applications in service rep assisted platforms. Specifically, this position involves being on the ground rotating across partner sites along with virtual support to communicate directly with frontline teams, GTS and field operations teams to understand field pain points related to systems and driving escalated issues to resolution in partnership with product and systems owners. As part of the role, the candidate will align on and address trending issues and/or critical enhancements with a prioritized, funnel management approach for tools such as Optix, ACSS, Citrix, and desktop connectivity across internal and Partner Success Operations across the globe. You will identify opportunities for simplification and efficiency, and lead change to drive improvement.

• Consult with peer teams to triage escalated issues and align resources within other partner teams to vet, replicate and expedite resolution alongside GTS and Production Support.

• Establish direct partnerships with leaders and Ops partners on key issues occurring within the business via consistent floor presence and visibility across sites.

• Track all system related tasks and deliverables, and engage appropriate team members to ensure timelines are met.

• Support outage management to help identify examples, root issues and conduct resolution testing.

• Provide systems and technology support during Moments that Matter - Act as SME (subject matter expert), troubleshooting/triaging and driving adoption for new tool launches or enhancements. This also includes support for new site deployment and resolving critical systems interruptions .

• Assist on medium to large-scale system and technology updates and implementations for Strategic Partners, from initial development to execution.

• Assess scale of impact/s and recommend appropriate close loop communications across all relevant stakeholders - Individual, site, enterprise.

• Investigate Network Performance Scorecard deficiencies and consult with stakeholders in an effort to maintain appropriate partner standards.

• Assist in validating, defining and building requirements for systems enhancements and optimization.

• Create Executive level presentations providing overview and updates on system issue status, resolution and communications.

• Building working relationships with cross-functional groups.

What we're looking for...

You’re analytical, organized, and detail oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. You are logical, have strong deductive reasoning and problem-solving skills. Finding opportunities to improve the way things are currently done gives you a lot of satisfaction. You are a highly effective communicator including strong listening skills. You thrive in a fast-paced environment with tight deadlines, and you adapt to rapidly changing priorities and balance multiple projects with ease.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant work experience.

• Ability to work alternate schedules to support overnight system and network changes.

• Bilingual verbal and written skills; fluent in English and Spanish.

• Willingness to travel up to approximately 25%-50% of the time.

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

• Experience in Verizon or associated partner organization with familiarity of customer service processes, systems and tools.

• Experience in working with outsource partners.

• Knowledge of Mobile and/or FIOS systems (i.e., ACSS, Optix, Live Engage).

• Technical experience in telecommunications, networking or desktop components.

• Experience in managing multiple projects at once.

• Strong interpersonal, analytical and problem-solving skills.

• Experience creating and presenting presentations to senior leaders and cross functional partners.

• Experience in collaboration and tracking tools such as G-Suite, Smartsheets, JIRA.

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.