Technical Expert, Customer Service

About the Role

The Wireless Customer Care (WCC) team is focused on assisting customers, delivering a best-in-class customer experience, and ensuring revenue retention and growth. As a Technical Expert, you will handle incoming frontline technical calls from Verizon Wireless business customers, providing technical troubleshooting, complex solutions support, and resolution to achieve business results. You will support current and evolving advanced products & solutions such as Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT (Internet of Things), and Thingspace. This role is a hybrid position, requiring in-office attendance on Tuesdays, Wednesdays, and Thursdays, with remote work options on Mondays and Fridays.

Key Responsibilities

• Provide a high level of customer service and resolution support to multiple business customer types.
• Perform advanced troubleshooting for hardware and software, diagnosing both network and application issues.
• Provide detailed information on setting up/configuring complex data and voice products.
• Deliver efficient customer support with proficiency in customer-facing systems.
• Maintain an in-depth knowledge of products and the network, positioning them as strategic solutions.
• Drive trouble ticket accuracy through deductive reasoning and tool utilization.
• Provide advanced technical support information to sales and support groups across all channels.
• Embrace change and innovation to create greater value for customers, shareholders, and peers.
• Leverage skills to best support the customer and identify opportunities for growth and proactive solutions.

Requirements & Tech Stack

• Technical Expert role handling technical calls for Verizon Wireless business customers.
• Focus on technical troubleshooting, complex solutions support, and resolution.
• Support for advanced products & solutions: Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT (Internet of Things), Thingspace.
• Hybrid work model: in-office attendance on Tuesdays, Wednesdays, and Thursdays; remote work on Mondays and Fridays.
• Starting salary: $52,900.

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.

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 in evolving technologies like Enterprise Messaging, Private Networks, 5G/Fixed Wireless Access, IoT, Thingspace.
• Experience leading teams, mentoring peers, or managing small-scale projects.