Technical Expert - Customer Service

Verizon; Alpharetta (GA); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive salary + benefits

Job summary

Verizon Wireless Customer Care (WCC) seeks a Technical Expert in Alpharetta, GA, in a hybrid role with in-office days Tue–Thu and optional remote on Mon/Fri. You will take frontline technical calls from business customers, delivering world-class support to resolve complex issues and grow long-term relationships.

You’ll support Enterprise Messaging, Private Networks, 5G/Fixed Wireless, IoT and Thingspace, ensuring knowledge of products and networks to position them as strategic solutions.

Qualifications

• Bachelor's degree or 1+ year of work experience.
• 1+ year of customer service and/or sales experience.
• Willingness to work a flexible schedule, including evenings and weekends.

Responsibilities

• Providing a high level of customer service and resolution support to multiple business customer types
• Performing advanced troubleshooting for hardware and software, and diagnosing both network and application issues.
• Providing detailed information on how to set up/configure complex data and voice products.
• 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 the 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.

Skills

Customer service

Education

Bachelor's degree or 1+ 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.

The Wireless Customer Care (WCC) 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, you are responsible for taking incoming frontline technical calls from Verizon Wireless business customers, providing a world-class experience with a focus on 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 (Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT (Internet of Things), Thingspace, 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.

Primary Responsibilities

• Providing a high level of customer service and resolution support to multiple business customer types
• Performing advanced troubleshooting for hardware and software, and diagnosing both network and application issues.
• Providing detailed information on how to set up/configure complex data and voice products.
• 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 the 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.

This hybrid role requires in-office attendance on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays. We launch your career with a competitive starting salary of $52,900, starting on your very first day, our comprehensive benefits and perks are designed to support both your professional development and your personal life. From health and wellness programs to educational and career investments, we have you fully covered!

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 Tier 2 or Tier 3 technical support, specifically supporting business or enterprise customers.
• Experience resolving high-stakes customer issues involving billing, technical Q&A, and complex product resolution through effective communication.
• Technical Certifications: A+ Certification, Network+ Certification, or similar industry-standard credentials.
• Experience in evolving technologies like Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, Thingspace, etc.
• Experience leading teams, mentoring peers, or managing small-scale projects.

WCC locations (Cary, NC, Alpharetta, GA, Irving, TX, Annapolis Junction and Salt Lake City) For consideration in the Salt Lake City, UT and Annapolis Junction, MD locations, you must be a current WCC employee based in one of those 2 locations to remain home-based.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

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. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. 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. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

This is an incentive based position with the potential to earn more.