When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

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. 

Where you’ll be working 

In this hybrid role, you’ll have a defined work location that includes work from home and assigned office days set by your manager. You must also be located within a 90-minute commute of the BGCO locations specified on this job posting.

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 with machine to machine (M2M) or the Internet of Things (IoT)

• 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).

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.

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.

Scheduled Weekly Hours

40

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $72,000.00 and $134,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.