Technical Customer Service Supervisor - Full-time / Part-time

Responsibilities

This position is for a supervisor in the Freehold Fiber Solution Center, supporting FTTP. The center handles technical support, provisioning and maintenance functions for FTTP. The candidate will be responsible for evaluating the expertise of the Customer Support Analyst with regard to customer service skills, desktop, and network trouble shooting skills, use of FTTP systems, and FSC process and procedures. Candidate will develop and administer ad-hoc training specific to the needs of an individual or group, ensuring FSC employees are well equipped to care for the needs of FTTP customers.

Qualifications

 Required Skills & Experience

-Must have previous experience in a similar role within a technical support center.

-Must have at least 1 year of supervisory experience

-Fluency in Microsoft Word, Excel, PowerPoint, and Outlook

-Proven ability in written communications, i.e. able to draft procedures and presentations in word and PowerPoint that are easily understood

-Proven ability in oral communications, i.e., can effectively present his/her material to employees

-Must possess outstanding customer service skills, which include the ability to deescalate and consistently follow through on commitments made to customers.

-Proven ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment

-Understanding of communication networking components (i.e.: routers, LAN topology, Ethernet, Network Interface cards, etc...)

-Working Knowledge of communication LAN/WAN networking components (i.e.: PC's, Routers, Multiplexers, Bridges, Switches, etc.)

-Understanding of PC components and functionality

-College degree strongly preferred

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet