Fiber Customer Support Analyst

Verizon; Wilmington (DE); Remote; USD 30,000 - 45,000; Full time

Job summary

A leading telecommunications company is seeking a dedicated customer service representative in Wilmington, Delaware. You will support Fios customers with voice, data, and video services by troubleshooting technical issues. Strong communication skills and dedication to customer service excellence are essential. This remote role requires occasional in-person meetings and has flexible hours.

Benefits

Health and wellness benefits

401(k) Savings Plan

Tuition assistance

Qualifications

• Dedication to customer service excellence.
• Ability to thrive in a fast-paced work environment.
• Experience with technical support is a plus.

Responsibilities

• Answer incoming calls from customers with inquiries and trouble reports.
• Provide service support for Voice, Data, and Video services.
• Perform analysis and isolation of trouble conditions.
• Utilize knowledge of networking components to provide support.
• Work evenings, weekends, and holidays as needed.

Skills

Customer service excellence

Communication skills

Technical support

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.

You must live within 75 miles of the current reporting location for life of contract. We reserve the right to request your attendance at the office location for team huddles, meetings , etc.

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.

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, stock incentive programs, 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.