Technical Support Specialist

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

Member of Technical Solutions Center team dedicated to providing exceptional customer service and technical support for wireless products and services including complex product or service concerns for internal and external voice and data product customers across all channels.

Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries. Follows up with customer to ensure first contact resolution and deliver a Promoter level experience. Use various administrative department tools and on-line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution. Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Customer Interactions
Customer Service - Provide exceptional service and support to customers. Ability to explain complex Technical concepts in simple terms. Listens and responds appropriately in all customer interactions by displaying a positive attitude and tone throughout the interaction. Use common courtesy and discretion to achieve customer loyalty. Empathize with and acknowledges customer concerns to create trust.

Customer Loyalty & Growth
Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line).
Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customers wireless experience. Recognizes bells of churn and responds with effective recommendations.

Customer Solutions
Uses negotiation and problem solving skills to resolve customer concerns. Identify and assess customer needs based on interactions. Troubleshoot and communicate technical answers clearly and concisely.
Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries. Utilize Tier 1 and Tier 2 troubleshooting guides on all calls that require device assistance. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or network issues. Troubleshoot PC Operating systems, specifically Device Manager and TCP/IP configuration.

People and Teamwork
Demonstrates personal commitment to VZW code of conduct. Adheres to attendance guidelines. Demonstrates personal commitment to work effectively as a valuable member of the VZW team. Flexible and willing to help work on department initiatives as needed.

Qualifications

The Tech Apprentice must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology.

Associates or Bachelors degree in a technical field preferred.
At least 2 years of industry experience in technical support, professional services, or systems support.
Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and colleagues.
Extensive knowledge and the ability to troubleshoot and explain in detail various mobile operating systems including Android OS, Apple IOS, and Blackberry OS.
Outstanding customer service skills and a dedication to the customer service experience.
Must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations.
Dependable to be at work during assigned shifts and complete work as expected.
Ability to multitask and meet specific goals set by supervisors and management.
Able to promptly answer support related contact in a timely manner.
Self motivated, detail-oriented and organized.
Experience with hardware and software issues.
Providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription.
Use knowledge bases and proprietary troubleshooting techniques to resolve a customers technical issue in a timely and cost-effective manner
Properly diagnose the root cause of a technical issue, while providing a time bound and accurate resolution.
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
Must possess strong analytical skills with demonstrated problem solving ability.
Exercising high levels of initiative, judgment, and diplomacy required.
Ability to grasp complex technical concepts through On the Job Training.
Dependable to be a work during assigned shifts and complete work as expected
Demonstrate CORE Values: Customers First, Integrity, Respect for fellow employees, Personal and Team Commitment, Quality and Innovation and Maximize Share Holder Value.

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.