Customer Support Analyst
3 weeks ago
***When you join Verizon**
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.
Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.
As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
***What you’ll be doing...**
- Taking calls from customers (via Tier 1) for escalated customer issues.
- Taking calls from Technicians to troubleshoot tracker Service or Installs.
- Taking cases raised by customers - troubleshooting, researching or escalating to reach resolution.
- Answering customer questions about Verizon Connect products and services.
- Helping customers solve problems using Verizon Connect solutions.
- Arranging Service visits with Installers/Technicians on the customers' behalf.
**Where you’ll be working**
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
*** What we’re looking for...**
You’ll need to have:
- Bachelor's degree or one or more years of work experience.
- One or more years customer service experience.
- Willingness to work shifts Monday to Friday between 8am and 6pm AEST schedule (shifts) based on the needs of the business.
Even better if you one or more of the following:
- Good verbal and written communication skills.
- Good soft skills (Salesforce, G-Suite, andmultiple internal tools).
- Ability to delight our customers.
- Experience in auto-electrical installations/GPS tracking.
- Knowledge of assimilating technical concepts and new technology.
- Good problem-solving skills; gathering and analysing information efficiently and effectively.
- Ability to understand and manage customers andbuild rapport.
- Ability to prioritise effectively within tight schedules and a fast-paced environment.
- Knowledge of follow-through and attention to detail.
*** Diversity & Inclusion**
We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
**COVID-19 Vaccination Requirement**
Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.
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