51 applicants

Company

Verizon · 4 hours ago

Remote Technical Support Representative

United States

Full-time

Remote

Entry Level

$24/hr - $30/hr

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Communications InfrastructureInformation Technology

Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Customer Assistance: Provide technical support and troubleshooting to Verizon customers for wireless services, home internet, TV, and other Verizon products.

Problem Diagnosis: Identify the root cause of technical issues, such as connectivity problems, device malfunctions, and service outages, through detailed questioning and investigation.

Troubleshooting and Resolution: Guide customers through troubleshooting steps to resolve service issues, which may involve checking network connections, adjusting device settings, performing system resets, or recommending software updates.

Escalation Management: If a technical issue cannot be resolved through initial troubleshooting, escalate the case to higher-level technical teams or field technicians.

Product Knowledge: Maintain up-to-date knowledge of Verizon's products, services, and troubleshooting procedures to provide accurate and efficient solutions to customers.

Customer Education: Educate customers on how to use their Verizon products and services effectively, including settings, apps, and features like Wi-Fi management, device pairing, and troubleshooting common issues.

Documentation: Accurately document customer interactions, troubleshooting steps, and resolutions in Verizon’s systems to ensure a seamless experience and continuity of service.

Quality Standards: Ensure all technical support interactions meet Verizon’s customer satisfaction, quality, and performance metrics.

Service Optimization: Provide recommendations for product or service upgrades, and offer solutions that can improve customer experiences and prevent future issues.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportNetworking ConceptsRemote Support SoftwareVerizon Products KnowledgeMobile Devices TroubleshootingHome Devices TroubleshootingCRM SoftwareBilingual (Spanish/English)

Required

High school diploma or equivalent is required; an associate’s or bachelor’s degree in a related field is a plus.

Previous experience in technical support, customer service, or an IT-related field is highly preferred.

Understanding of basic networking concepts, including internet protocols, Wi-Fi setup, routers, and device configuration.

Familiarity with Verizon products and services (wireless, broadband, Fios, TV, etc.) is advantageous.

Ability to troubleshoot and resolve technical issues with mobile devices (smartphones, tablets) and home devices (routers, set-top boxes).

Experience with diagnostic tools and remote support software.

Preferred

Experience in troubleshooting technical issues for telecommunications or broadband services.

Familiarity with CRM or ticketing software (e.g., Salesforce, ServiceNow, Zendesk).

Strong knowledge of Verizon's specific products and services.

Bilingual (Spanish/English) or multilingual abilities can be a plus for some locations.

Benefits

Health, dental, and vision insurance.

Paid time off (PTO), sick leave, and paid holidays.

Retirement plans (401k) with company matching.

Employee discounts on Verizon products and services.

Opportunities for career advancement and professional development.

Company

Verizon

Glassdoor

3.8

Verizon is a broadband and telecommunications company that provides information and entertainment services.

Founded in 1983

New York, New York, USA

10,001+ employees

https://www.verizon.com

H1B Sponsorship

Verizon has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2022 (4)

2021 (9)

2020 (6)