Provide technical support and assistance to a large US-based financial services customer subscribing to a wide range of Verizon managed services. Operate in a 7x24 environment managing move, add, change, and delete requests related to managed voice services on user phones, branch-level Voice over IP (VoIP) systems, and peripheral equipment such as phone system consoles and fax machines. Work with customers, LECs, and third-party vendors, as well as internal Verizon Business Operations groups to facilitate completion of requests within contractual deadlines. Provide professional, competent support to end users, keeping them apprised of the status of their requests and maintaining accurate logs of customer communication and all system actions taken.
Generally requires a bachelor degree in a related discipline or equivalent work experience plus 2-3 years additional industry experience. Must have a good working knowledge of voice and telephony systems, VoIP technologies, and converged environments, plus hands-on experience handling MACD activity on Avaya PBXs, media gateways, and IP phones. Must be able to thrive in a demanding, fast paced 24x7x365 operations support environment, which requires the ability to work any shift, plus overtime, weekends, or holidays as needed. Candidates must also demonstrate strong verbal and written communications skills as well as exceptional customer service skills.
Voice technology (Avaya ACS, CCNA Voice, etc.) certifications are preferred. Prior experience in the financial services industry is also highly desirable.