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Call Center Supervisor – Technical Support

Job Location:
Albany, NY
Metro Area:
NY - Albany - Schenectady - Troy
Company Name: Verizon
Website:  Click to Visit
Verizon

What you’ll be doing...

Customers rely on us for the best network and entertainment. And when they have questions or issues, you’ll be there with exceptional technical support and customer service. You’ll lead a tech support team in a call center to help our FiOS customers with their voice, data, and video services. The team will be troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. You’ll motivate your team to bring their best every day. Because here, better matters.

  • Leading and motivating a team of about 20 customer service technicians.
  • Managing employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing and tracking performance, providing feedback, training, and coaching.
  • Ensuring compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct.
  • Delivering on all performance measures and continuously identifying new ways to improve team performance.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges pop up all the time. People come to you with all their tech questions because you have a knack for explaining the complex in simple easy-to-understand ways. You understand the impact that every interaction has on an organization’s ability to build customer loyalty and enjoy motivating others to achieve great results. Responding to the needs and preferences of others, you flex your style and approach to build rapport with a diverse range of people.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work nights, weekends, and holidays.

Even better if you have:

  • A degree.
  • Customer service or call center experience.
  • Led a team. Ideally, in customer service or call center for technical products or service.
  • Technical expertise in communication networking components (e.g., routers, LAN topology, Ethernet Network Interface).

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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Candidates Must apply via our web site.

 
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