Experienced Remote Fiber Customer Support Analyst – Technical Troubleshooting and Exceptional Customer Service Expert

Welcome to Verizon: Where Innovation Meets Customer Satisfaction

At Verizon, we're not just a company - we're a community of innovators, thinkers, and game-changers. We're passionate about connecting people to what matters most, and we're committed to making a positive impact on the world. As a leader in the telecommunications industry, we're always looking for talented individuals to join our team and help us drive innovation, creativity, and excellence. If you're a customer-focused, tech-savvy professional with a passion for troubleshooting and problem-solving, we want to hear from you.

About the Role: Fiber Customer Support Analyst

In this exciting role, you'll be working from the comfort of your own home as a Fiber Customer Support Analyst, providing top-notch technical support and customer service to our valued Fios customers. You'll be part of a dynamic team of tech support specialists who are dedicated to delivering exceptional service and ensuring that our customers have an outstanding experience with our voice, data, and video services. As a key member of our team, you'll be responsible for troubleshooting issues, answering customer questions, and providing expert technical support to resolve problems quickly and efficiently.

Key Responsibilities:

• Answering incoming calls from customers with order inquiries and/or trouble reports, and providing timely and effective solutions to their problems.
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, and ensuring that they have a thorough understanding of our services and features.
• Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating issues as needed to ensure prompt resolution.
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, and ensuring that they have the necessary tools and resources to get the most out of our services.
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers feel valued and supported throughout the troubleshooting process.
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, and being flexible and adaptable in a fast-paced and dynamic environment.

What We're Looking For:

To be successful in this role, you'll need to have a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You'll thrive in a fast-paced work environment, and enjoy helping our customers connect to the digital world. If you have a related Associate Degree or 2+ years of relevant experience, that's a plus. Technical support call center experience is also an asset, but not required.

Essential Qualifications:

• A high school diploma or equivalent required; Associate Degree or higher preferred.
• 2+ years of customer service or technical support experience, preferably in a call center environment.
• Excellent communication and problem-solving skills, with the ability to communicate complex technical information in a clear and concise manner.
• Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and first-call resolution.
• Basic computer skills, including proficiency in Microsoft Office and ability to learn new software applications.

Preferred Qualifications:

• Technical support call center experience, with a focus on troubleshooting and problem-solving.
• Knowledge of communication and networking components, including fiber and copper networks.
• Experience with customer equipment configuration and troubleshooting.
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box.

Skills and Competencies:

To be successful in this role, you'll need to have a strong foundation in the following skills and competencies:

• Technical Skills: Proficiency in Microsoft Office, ability to learn new software applications, and knowledge of communication and networking components.
• Customer Service Skills: Excellent communication and problem-solving skills, with the ability to communicate complex technical information in a clear and concise manner.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think critically and outside the box.
• Collaboration and Teamwork: Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
• Adaptability and Flexibility: Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and first-call resolution.

Career Growth Opportunities and Learning Benefits:

At Verizon, we're committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you'll have access to a wide range of training and development opportunities, including:

• Comprehensive Training Program: Our comprehensive training program will provide you with the skills and knowledge you need to succeed in this role, including technical training, customer service skills, and problem-solving techniques.
• Mentorship and Coaching: You'll have access to experienced mentors and coaches who can provide guidance and support as you navigate your career.
• Career Advancement Opportunities: We offer a range of career advancement opportunities, including promotions, lateral moves, and career development programs.
• Tuition Assistance and Education Benefits: We offer tuition assistance and education benefits to help you pursue your educational goals and advance your career.

Work Environment and Company Culture:

At Verizon, we're proud of our diverse and inclusive workplace culture. We believe that our employees are our greatest asset, and we're committed to creating a work environment that is collaborative, supportive, and empowering. As a Fiber Customer Support Analyst, you'll be working from the comfort of your own home, with occasional in-person trainings and meetings. You'll be part of a dynamic team of tech support specialists who are dedicated to delivering exceptional service and ensuring that our customers have an outstanding experience with our services.

Company Culture Highlights:

• Diversity and Inclusion: We're committed to creating a workplace culture that is diverse, inclusive, and empowering.
• Collaboration and Teamwork: We believe in the power of collaboration and teamwork, and we're committed to creating a work environment that is supportive and empowering.
• Employee Recognition and Rewards: We recognize and reward our employees for their hard work and contributions, including employee recognition programs, bonuses, and incentives.
• Community Involvement: We're committed to giving back to our communities, and we offer a range of community involvement programs and volunteer opportunities.

Compensation, Perks, and Benefits:

We offer a competitive salary and benefits package, including:

• Competitive Salary: We offer a competitive salary that reflects your skills, experience, and qualifications.
• Comprehensive Benefits Package: Our comprehensive benefits package includes medical, dental, and vision coverage, as well as a 401(k) savings plan and stock incentive programs.
• Paid Time Off: We offer paid time off, including vacation days, sick leave, and holidays.
• Adoption Assistance and Tuition Assistance: We offer adoption assistance and tuition assistance to help you pursue your educational goals and advance your career.

Conclusion:

If you're a customer-focused, tech-savvy professional with a passion for troubleshooting and problem-solving, we want to hear from you. As a Fiber Customer Support Analyst at Verizon, you'll have the opportunity to work with a dynamic team of tech support specialists, provide exceptional service to our customers, and advance your career in a fast-paced and dynamic environment. Apply now and take the first step towards a rewarding new role.

Submit Your Application:

Don't miss out on this exciting opportunity to join our team and make a difference in the lives of our customers. Apply now and take the first step towards a rewarding new role. We can't wait to hear from you!