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Lead Network Support Specialist

07/19/2019Call Center
Job Location: Piscataway, NJ
Metro Area: NY - New York City
Company Name: Verizon 08854
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What you’ll be doing...

The 911 Lead Specialist acts as the Public Safety Customer advocate. They are available to their customer 24x7x365. They work in conjunction with the Verizon Global Network Management Center to support 911 service assurance across Verizon Business Networks.

The 911 Lead Specialist will work with external agencies as needed for service assurance including coordination of planned maintenance. They interface with internal and external organizations to ensure Service Quality. They become involved in customer escalations as required to ensure timely resolution.

Some additional responsibilities include but not limited to:

  • Support network evolution projects to ensure 911 call delivery.
  • Document and track all service issues daily.
  • Provide updates to authorized PSAP personnel.
  • Review Disaster Plan and Network Reliability monthly at minimum with authorized PSAP personnel.
  • Maintain and update internal escalation procedures quarterly.
  • Attend customer service meetings.
  • All candidates must be able to work ALL shifts, holidays and weekends in a network operations center environment.
  • Rotational out of hour’s duty coverage.

What we’re looking for...

You’ll need to have:

  • Associates degree or two or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree in telecommunicationsor related discipline.
  • Two or more years of telecommunications experience in the 911 field.
  • Strong verbal and written communication skills.
  • Strong organizational and multi-tasking skills.
  • Excellent decision making and analytical skills.
  • Strong knowledge of Verizon Business Network Architecture.
  • Project/Program Management experience.
  • 9-1-1 Managed Network and/or CPE experience.
  • 9-1-1 Switching or translations experience.
  • External Public Safety or Emergency Services knowledge or experience.
  • Experience in Global Network Management for Verizon Business
  • Experience in VZB Managed WAN Network
  • Experience in Customer Service.
  • Experience in Verizon Business engineering.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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