Fiber Customer Support Analyst

Verizon Communications; Wilmington (DE); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading telecom company is seeking a tech support representative to assist Fios customers with voice, data, and video services. You'll provide exceptional customer service, troubleshoot technical issues, and deliver clear communication in a remote work environment. Ideal candidates will have a dedication to customer service excellence, strong communication skills, and 2+ years of relevant experience. Benefits include a comprehensive rewards package reflecting your skills and experience, along with remote work opportunities.

Benefits

Health and wellness benefits

401(k) Savings Plan

Tuition assistance

Qualifications

• Dedication to customer service excellence with amazing communication skills.
• Ability to thrive in a fast-paced work environment.
• Positive and professional attitude.

Responsibilities

• Answer incoming calls from customers with order inquiries or trouble reports.
• Provide service support for Voice, Data, and Video services.
• Perform analysis and isolation of trouble conditions.

Skills

Customer service excellence

Technical knowledge

Communication skills

Education

Associate Degree or relevant experience

Job description

Overview

Apply prior to the end date: November 1st, 2025.

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

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.

Even if you’re not a V Teamer (yet), we’d love to keep you in the loop. We can’t help it—connection is kind of our thing. So be sure to sign up to become part of our network.