Lead Engineer Specialist

Responsibilities

 Job Responsibilities

• Handle customer incidents on demand by taking ownership of issue and manage the demands of multiple assigned tickets
• Enlist network management personnel, support, or repair organizations as necessary to facilitate trouble resolution and assist technicians within the repair center to minimize or address long duration troubles
• Document and track troubles within the Enterprise Ticket Management System to facilitate trouble resolution
• Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures
• Provide alternate solutions to resolve issues outside normal guidelines and procedures
• Interface with Verizon and/or local providers for the isolation and repair of customer troubles
• Exercise ownership and independent judgment and manage the escalation process as required, in support of trouble repair activities
• Demonstrate leadership while assisting management in meeting organizational goals by driving efficient workflow
• Must be able to reinforce the use of and educate the customers on Verizon’s automation tools
• Assist with inbound escalation calls as required to support the team (real time or in a disaster recovery situation)

Qualifications

Technical Expertise

• Working knowledge of Service Assurance processes for Data, Voice, IP and Managed Services to include ticket handling and escalation management
• Working knowledge of ticketing systems
• Working knowledge of provisioning & inventory systems
• Have specialized product and/or network knowledge to be utilized in helping resolve customer maintenance issues
• Proficient in MS Office applications
• Have a technical understanding of network tools used in troubleshooting customer issues (e.g. ITS, Subnet Manager, Network Monitoring Tool, Port Tool) and the interface to local partner networks
• Knowledge of network performance and analysis -  formulate plans of action on ongoing network improvements
• Ability to actively test circuits and troubleshoot basic network problems is an added plus 

Professional Expertise

• Must have excellent interpersonal skills as well as written and verbal communication skills, be self-motivated and have strong organizational skills to create a positive customer experience and foster a strong relationship with Verizon sales and service teams
• Must have strong customer facing skills and the ability to diffuse sensitive customer situations
• Focus will be on coordination of the overall Incident Management process including but not limited to: proactive communications to customers, technical and management escalations, facilitation of conference bridges as needed and root cause analysis when necessary
• Must be professional with escalations within Verizon, local partners and/or third parties when necessary to ensure progress towards resolution
• Must be results oriented and have the ability to act independently in absence of detailed instructions
• Must be able to prioritize multiple work activities to ensure on-time customer service management delivery and/or project completion
• Previous telecommunications technical experience including 5-6 years in a customer support environment required. 
• Four year college degree or equivalent experience preferred.

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.