Tech Expert BGCO-Tech Customer Service

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What you'll be doing...

The Business Government Customer Organization (BGCO) is obsessed with assisting customers to reach their organizational objectives while delivering the best-in-class customer experience and assuring revenue retention and growth through long-term relationships with our clients. As a Technical Expert Coordinator you are responsible for taking incoming technical calls from Verizon Wireless business customers, providing a world class experience with a focus on the technical troubleshooting, complex solutions support and resolution.

You are responsible for achieving business results through delivering best-in-class technical support and customer experiences to high-value business & government customers. Demonstrate advanced troubleshooting skills necessary to resolve the full scope of customer issues including both advanced technical and customer service inquiries. You will be responsible for supporting our current and evolving advanced products & solutions (5G, Mobile Edge Computing, Private Networks, Telematics, Internet of Things, Enterprise Messaging, etc.) and providing individual account support to achieve issue resolution. You'll be at the heart of our business and Advanced Technical Solutions all while working both at home and in the office.

The primary responsibilities associated with this position include:

• Performing advanced troubleshooting for hardware and software, diagnosing both network and application issues.

• Providing detailed information on how to set up/configure complex data and voice products.

• Providing a high level of resolution support to multiple business customer types as measured by Customer Experience Audits adapting to their varying needs and requirements.

• Providing efficient customer support with the ability to be proficient in customer-facing systems.

• Maintaining an in-depth level of knowledge of products, network, and ability to position them as strategic solutions.

• Driving trouble ticket accuracy through deductive reasoning and tool utilization.

• Providing advanced technical support information to sales and support groups across all channels as appropriate.

• Creating and accepting change and innovation in your area of the business to create greater value for customers, shareholders, and peers.

• Leveraging skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solutions.

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. To be eligible for this position, you must be located within a 90-minute commute of the BGCO locations specified on this job posting.

What we're looking for...

You are the type of person who sees a problem and gets it fixed no matter what. You enjoy solving problems with a knack for digging into the details to determine root causes, quantifying impact, and pursuing impactful solutions. When our business and government customers come to us with technical complex challenges, they can count on you.

You'll need to have:

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

• One or more years of customer service and/or sales experience.

• Willingness to work a flexible schedule including evenings and weekends.

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

• One or more years of technical support experience.

• Experience with facilitation and communication across all levels of the organization.

• Experience resolving customer issues, billing, and/or handling product Q&A.

• Network Certifications: A+ Certification, Network+ Certification, etc.

• Experience with setting up or configuring complex data and voice products (Enterprise Messaging platforms and Private Networks).

• Experience in troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP configuration.

• Experience in Leadership.

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.

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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.