Fiber Customer Support Analyst

Verizon; United States; Remote; USD 31,000 - 73,000; Full time

Job summary

Verizon is seeking a remote customer support specialist to assist Fios customers with voice, data, and video services. You will troubleshoot hardware, software, applications, networks, and devices from a home-based setup, delivering professional, customer-focused support.

Join a fast-paced team where you will handle inquiries, resolve issues, and contribute to a high-quality customer experience. Evening/weekend shifts may be required, with remote training opportunities.

Qualifications

• Customer service excellence and strong communication skills.
• Experience in a fast-paced call center environment is preferred.
• Familiarity with voice, data, and video services is a plus.
• Technical aptitude for resolving networking and device issues.

Responsibilities

• Answer incoming calls from customers with order inquiries and trouble reports.
• Provide service support for Voice, Data, and Video services over fiber and/or copper networks.
• Analyze and isolate trouble conditions and create/sort trouble reports.
• Communicate clearly and professionally, delivering technical information to diverse audiences.

Skills

Customer service

Call center

Technical support

Communication skills

Education

Associate degree

Job description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing…

Customers rely on us for the best network and entertainment. And when they have questions or issues, you’ll be there with exceptional technical support and customer service. You’ll join a tech support team in a call center to help our Fios customers with their voice, data, and video services. The team will be troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. Because here, better matters.

Your responsibilities will include, but are not limited to:

• Answering incoming calls from customers with order inquiry and/or trouble reports.

• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network.

• Performing analysis and isolation of trouble conditions and creating and sorting trouble reports.

• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment.

• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience.

• Working evenings, weekends, holidays and unscheduled shifts as determined by the needs of the business.

What we’re looking for…

You’ll have a dedication to customer service excellence with amazing communication skills and a positive, professional attitude. You’ll thrive in a fast-paced work environment, and enjoy helping our customers connect to the digital world.

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

• A related Associate Degree or 2+ years’ relevant experience.

• Technical support call center experience.

Test(s) Required

Computer & Internet Knowledge Test (210), SACS HTML Results

Test Previews

Where you’ll be working

In this remote role, you’ll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. From health and wellness benefits, 401(k) Savings Plan, paid time off, adoption assistance and tuition assistance, we’ve got you covered with our award-winning total rewards package.

The salary will vary depending on your location and confirmed job-related skills and experience. For part-time roles, your compensation will be adjusted to reflect your hours.

The weekly wage range for the location(s) listed on this job requisition based on a full-time schedule is: $673.50 - $1,601.00.