Customer Install Support Agent

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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 we’re looking for...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

Providing expert telematics device installation and troubleshooting guidance to customers of all skill levels using augmented reality video technology

Ability to quickly identify a customer’s level of skill, and tailoring your guidance to their skill level

Applying listen, empathize and own next steps training to understand customer needs and respond effectively

Key responsibilities and tasks

• Acquiring and maintaining current knowledge of relevant product offerings and support policies to provide a best in class installation experience
• Drive first call resolution assistance for customers performing telematics installation
• Escalate complex installation and device reporting issues to Tier 2 Field Operations
• Work closely with peers across all departments, to ensure an exceptional, and seamless experience for our customers
• Track all customer interactions in the appropriate business systems for reporting and process improvement

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

Qualifications

What you need to have:

• Detailed understanding of telematics hardware and software solutions, and low voltage electronics and vehicle systems
• Experience with telematics installation, low voltage electronics, and automotive mechanical experience
• Associates Degree or Equivalent Work Experience
• 3+ years experience working face to face with customers
• 3+ years experience in a telematics installation role

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

• Proven ability to excel in a fast paced environment
• Experience as an installation subject matter expert for a product release team
• CTT+ certification or technical training experience
• MECP, ASE or other pertinent automotive mechanical training
• Demonstrated ability to effectively communicate to internal and external stakeholders with a focus on collaboration

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 assigned office days 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, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $50,000.00 and $92,000.00 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.