When you join Verizon
Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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.
What you’ll be doing...
You will be responsible for providing the highest level of technical support, independently resolving complex problems, and working with development engineering to deliver solutions in a timely manner for all BlueJeans Video Collaboration products. You will work with Blue Jeans Network’s customers, partners, our sales and engineering team to ensure highest level of service satisfaction. Remote work will be considered for this role.
Provide global support for our worldwide customer base and resolve technical issues.
Take full ownership of an issue without supervision, develop and maintain excellent relationships with our customers and partners, and help improving and maintaining the highest level of customer satisfaction.
Respond to customers in a timely fashion and manage simultaneous customer cases in a highly demanding environment.
Identify product issue and drive resolution of complex issues.
Replicate the problem in a controlled test environment to isolate the root cause. Provide full detail in documenting the problem including (when applicable), call logs, screen shots, network traces, etc.
Work closely with the development team to help resolve the product bugs and deliver solutions in a timely fashion.
Proactively identify issues and take mitigation steps before they become “noticed” by customer.
Deliver positive communications to our internal and external customers.
Provide clear, well written correspondence to customers and in internal CRM.
Maintain a positive and helpful tone in all correspondences.
Offer additional tips, best practices and solutions, related to their service issue, whenever possible.
Become an expert and focal point with all aspects of our service.
Train prospects, paid customers and partners on the product applications.
Maintain a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.
Proactively share knowledge with internal and external customers, by providing new and updated FAQ solution material.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Three or more years of experience in customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships.
Experience in TCP/IP and networking. Knowledge of IP Telephony or Web conferencing or switching/routing protocols.
Even better if you have:
Knowledge of video conferencing products such as Cisco/Tandberg, Polycom, Lifesize etc.
Knowledge of VoIP, H.323, SIP, Firewalls/NAT traversal, and Gatekeepers.
Demonstrated problem-solving ability to assess customer’s network deployments, use appropriate tools to debug the complex problems, and drive issues to resolution.
Strong communication skills, oral and written; able to engender trust and respect of peers and customers.
Sense of urgency.
Experience escalating product issues when appropriate; maintaining a sense of "problem ownership" to drive all issues to a successful resolution.
Capability of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.
Entrepreneurial, self-motivated and a team player.
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. 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.