Fiber Customer Support Analyst

Verizon; Village of Garden City (NY); Remote; USD 39,000 - 101,000; Full time

Job summary

Verizon is seeking a remote technical support specialist for our Fios customers. You will handle calls related to voice, data, and video services, troubleshoot issues, and provide clear guidance from a home-based setup.

The role requires a related Associate Degree or 2+ years in a call center environment, with flexibility to work evenings and weekends as needed. Training sessions may be held in-person occasionally.

Qualifications

• Related Associate Degree or 2+ years' relevant experience.
• Technical support call center experience.

Responsibilities

• Answer incoming calls from customers with order inquiries and trouble reports.
• Provide service support for Voice, Data, and Video via fiber and copper networks.
• Analyze and isolate trouble conditions and document reports.
• Configure customer equipment and communicate technical information clearly.
• Work evenings, weekends, holidays, and unscheduled shifts as needed.

Skills

Customer service excellence

Communication skills

Positive attitude

Education

Associate Degree

2+ years experience

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

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 New York location(s) listed on this job requisition based on a full-time schedule is: $757.50 - $1,933.00.