Technical Expert - Customer Service

Verizon; United States; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid holidays

Personal days

Tuition assistance

Job summary

Verizon is seeking a Technical Expert for the Wireless Customer Care (WCC) team. The role focuses on taking frontline technical calls from Verizon Wireless business customers, delivering world-class troubleshooting, and providing complex solutions with a focus on revenue retention and growth.

The position requires adaptability to a hybrid schedule with in-office attendance on Tue–Thu and remote work on Mon–Fri, totaling 40 hours per week.

Qualifications

• Bachelor's degree or 1+ year of work experience
• One year of customer service and/or sales experience
• Willingness to work a flexible schedule, including evenings and weekends
• One or more years of Tier 2 or Tier 3 technical support for business/enterprise customers
• Experience resolving high-stakes customer issues involving billing, technical Q&A, and complex product resolution via effective communication
• Technical Certifications: A+ and Network+ or similar credentials
• Experience with Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, Thingspace

Responsibilities

• Provide high level customer service and resolution support to multiple business customer types
• Perform advanced troubleshooting for hardware and software and diagnose network and application issues
• Explain how to set up and configure complex data and voice products
• Manage customer-facing systems effectively to support issues
• Maintain knowledge of products and network to position them as strategic solutions
• Advance trouble ticket accuracy using deductive reasoning and tools
• Share advanced technical information with sales and support teams across channels
• Contribute to change and innovation to create greater value for customers and shareholders

Skills

Customer service

Technical support

Networking

Communication

Problem solving

Education

Bachelor's degree

A+ Certification

Network+ Certification

Tools

CRM systems

Job description

What you’ll be doing

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.

Job 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

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.

Qualifications

• 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
• 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

Location & Schedule

This hybrid role requires in‑office attendance on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays. Scheduled weekly hours: 40.

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, up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance. New hires receive up to 15 days of vacation per year. 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. This is an incentive-based position with the potential to earn more.

Equal Employment Opportunity

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