What you’ll be doing…

As an Engr Spec-Account Svcs, You’ll be a part of a team that provides support for the latest technology while providing world-class customer support and service experiences for original equipment manufacturer clients and complex IoT Customers in the enterprise space. This position provides support for business critical activities such as change management, escalations management and/or major incident management to our largest IoT accounts. You’ll use your technical expertise to play a key role in proactively providing analysis to identify opportunities to improve processes, system gaps, connectivity services, develop custom reporting, and determine the best approach to ensure workgroups deliver on expectations to our customers. You will also maintain cross functional relationships with data sales teams and Verizon technical teams. Additionally, they will provide incident management through systemic issue analysis and resolution, conducting real time data analysis of calls, tickets, data logs and more in an effort to drive revenue and reaffirm the customer relationship.

• Providing technical and analytical support to address a variety of complex issues using standard or customized protocol analyzers, ensuring event details, status updates, metrics and/or completion statistics are provided as needed to the customer, account teams and Network Assurance management.
• Growing and maintaining business revenue, by partnering with internal and external stakeholders, providing superior customer support, success and retention, managing customer experience and customer loyalty.
• Providing post-sales, lifecycle relationships, support, and analysis to streamline customer operations while offering superior support when issues arise.
• Serving as customer liaison and technical translator to ensure the customer understands what actions are being taken on their behalf.
• Analyzing and gathering data with customer, internal, and partner interactions to provide recommended solutions for evolving workgroups and support structures.
• Providing recommendations and resolution in the  development, analysis, and maintenance of systems and tools that the BGCO IoT engineer uses.
• Managing multiple projects and activities simultaneously to enhance productivity and achieve optimal results.
• Maintaining relationships with all customer's line of business, engineering, OEM, IT, Telecom Team, Marketing and 3rd party partners while implementing strategies and methods to consistently enhance processes and improve the customer experience.
• Collecting requirements for the reporting requests and pulling reporting based on the requirements from the request.
• Testing and validation of Software in a controlled manner to mitigate risk on customer operations prior to widescale implementation.

What we’re looking for...

The Engr Spec-Account Services position requires a diverse skill set to effectively handle both routine and complex assignments. It involves a solid understanding of established procedures, policies, and practices. You have a strong commitment to delivering exceptional customer service, and you can assess situations quickly while acting with urgency. You excel at developing and nurturing strong business relationships, and you have the ability to persuade and motivate others to achieve mutually beneficial outcomes. As a dependable team player, you take ownership of your work and enjoy supporting the rotational needs of a technical environment.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Experience in Google’s G-Suite (e.g., Docs, Sheets, Slides) and Microsoft Office Suite (Word, Excel, PowerPoint).

Even better if you have one or more of the following:

• Bachelor's degree in Information Technology, Network Operations, or Computer Science.
• Experience managing highly complex accounts.
• Experience in BGCO
• Experience working with the following systems: ACSS, VIP, B360, ECPD, (WFM) workflow manager, Salesforce.
• Experience with facilitation and communication across all levels of the organization.
• Experience with Thingspace and/or Systems Analysis.
• Experience with Workflow and Orderflow.
• Vendor certification (e.g., A+, Network +, Cisco, ITIL 4).
• Experience with machine to machine (M2M) or the Internet of Things (IoT).

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working...

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.