Technical Expert, Customer Service

About the Role

The Wireless Customer Care (WCC) team is focused on assisting customers to achieve their organizational objectives by delivering best-in-class customer experiences, ensuring revenue retention, and driving growth through long-term client relationships. As a Technical Expert, you will handle incoming frontline technical calls from Verizon Wireless business customers, providing a world-class experience with an emphasis on technical troubleshooting, complex solutions support, and resolution. You will be responsible for achieving business results by delivering technical support and customer experiences to high-value business & government customers.

Key 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 proficiency in customer-facing systems.
• Maintaining an in-depth knowledge of products and the network, and positioning 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 to create greater value for customers, shareholders, and peers.
• Leveraging skills and abilities to best support the customer and identify opportunities to drive growth and proactive solutions.
• Demonstrating advanced troubleshooting skills to resolve the full scope of customer issues, including advanced technical and customer service inquiries.
• Supporting current and evolving advanced products & solutions, including Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT (Internet of Things), and Thingspace.
• Providing individual account support to achieve issue resolution.

Requirements & Tech Stack

• 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.
• Experience in evolving technologies like Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, Thingspace, etc.

Qualifications (Even Better If You Have)

• 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 leading teams, mentoring peers, or managing small-scale projects.

Work Environment

• This is a hybrid role, requiring in-office attendance on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays.
• Defined work location includes working from home and a minimum of three days per week in the office, as set by your manager.
• Employees are responsible for maintaining compliance with hybrid work policies.
• Scheduled Weekly Hours: 40.
• Starting salary: $52,900.