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...

Our customers are at the heart of our business and are one of our key strategies. Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.

When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to customers who are experiencing problems with their Voice network and mentoring less experienced colleagues.

• Implement, and support solutions involving, but not limited to: VoIP, Unified Communications & Collaborations, and SIP endpoints.

• Focus on Service Assurance and provisioning efforts for assigned customer to include number porting and phone/line/feature testing.

• Work with dispatch technicians to lead troubleshooting of on premise wiring and SIP end points.

• Advocating for customers by escalating unresolved issues to the next level of support.

• Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs).

• Maintaining user, customer, and departmental confidentiality at all times.

Where You'll Be Working....

In this hybrid role, you must be located within commuting distance of the Verizon Cary, North Carolina office and be able to work 3 days in the office as assigned by your leader and 2 days working from home.

What we’re looking for...

You exemplify values of integrity, accountability, respect, and excellence in all your work. You’re organized, detail oriented, team centric and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.

You'll need to have...

• Bachelor’s degree or four or more years of relevant experience.

• Four or more years of network support in IT and/or telecom-based products and service with verifiable instances of implementing one or more of the following:

• Cisco Broadworks Provisioning experience.

• VoIP end-user provisioning and device experience

• ​Polycom, AudioCodes, Ribbon EdgeMarc, Algo, etc.

• Data Center applications & infrastructure experience

• Knowledge of Data and IP Services (MPLS, VoIP, PIP, VPN, IP PBX, EKTS)

• TCP/IP, UDP, RTP, SIP protocol experience.

• Understand network designs (system architecture, platform & capacity engineering, call routing).

• Collaborative nature; eager to partner with Service Delivery, Operations, or other internal groups to foster customer-facing relationships.

• Fluency in English (written and verbal).

• Experience with networking (e.g., routing, switching, and wireless technologies).

• Willingness to work in 24x7 and oncall rotational environments (including weekends, nights, and holidays as necessary).

• Ability to obtain and retain a U.S. government security clearance

Even better if you also have...

• Six or more years of experience in a technical support, translations and provisioning role, with an emphasis on troubleshooting IP-based communications devices.

• Coordination of number porting, end-point testing and remediation.

• Experience with updating ATA & eSBC technologies firmware -AudioCodes/EdgeMarc.

• Experience with updating SIP Endpoint technologies firmware -PolyCom/Algo Paging units.

• Current industry certifications, Cisco Broadworks Engineer

• Ability to develop complex network design documentation and drawings.

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.

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.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.