Technical Support Specialist - Live Chat - Full-time / Part-time

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

This position is located at our Elgin, IL Call Center.

Provides premier support to customers with complex product or service concerns via online chat.  Demonstrates 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. If necessary, this position may also handle Customer Service calls to support the business. 

• Provide exceptional customer service and technical support for internal and external voice and data product customers using online chat system, supporting  up to two customers simultaneously.
• 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 for PC Operating systems, specifically Device Manager and TCP/IP configuration.
• 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.
• Demonstrate and practice regularly the skills necessary to handle any CS and/or Technical Support chat type that is routed through the center in this function.
• Follow up with customer to ensure first call/chat resolution and achieve and deliver 100% customer satisfaction.

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

• Associates or Bachelors degree in Computer Science or related technical degree preferred
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues.
• Outstanding customer service skills and a dedication to the customer service experience.
• 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 customer’s 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.
• Ability to grasp complex technical concepts through On the Job Training. 
• 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.