Senior Analyst

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 #VTeamLife.

What you'll be doing...

Verizon Connect helps small, mid-sized, and enterprise level businesses stay connected with their drivers and fleets through the latest M2M technology. Our vendor based support team operated 24 hours a 7 day days a week 365 days a year. Your role will be part of our Vendor Management team, helping to support and guide our vendor teams from an influencing role. Our vendor support agents take inbound calls and chats, and work cases to address various customer concerns. This role includes reviewing interactions, building action plans, identifying gaps, providing coaching and training suggestions and guidance. All with the goal of providing our customer a world class customer experience Verizon Customers have come to expect. The daily actions of this role include:

• Daily case and call audits

• Developing coaching and training materials

• Building out new processes and documentation

• Updating/Creating Knowledge Base articles

• Building and managing case reporting in Salesforce CRM

• Building reporting and monitoring calls in VZC Contact Center

• Tracking, updating, and verifying reporting

• Coordinating with internal and external teams to ensure customer concerns are resolved

What we're looking for...

Proactive employees, with a change focused mindset. This role is a constantly evolving area of the business, and we are always looking for change focused people to join the team. We are looking for outside the box solutions, and new ways of training, coaching and developing our teams. People who are closely aligned with the Verizon Quality Assurance process, and know how to coach and align others to the Verizon Experience. We are looking for people who enjoy multi-tasking and flexing to meet changing needs and priorities in a fast-paced, dynamic environment. You are analytical and detail-oriented. Up to speed on the latest AI powered tools. By listening carefully and expressing compassion, you build rapport and trust with our vendor teams. You work well independently but you also know when it's time to raise your hand for help.

You'll need to have:

• Associate's degree or two or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Verizon Quality Assurance training or experience

• Report management or analysis experience

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

• Verizon Connect Reveal Support experience

• Escalation mitigation experience

• Call center experience. Ideally, in telematics, telecommunications, or IT.

• Provided technical support for software and/or hardware products. Ideally, in a SaaS environment.

• Diagnosed and provided tech support for GPS, cellular devices, and website issues.

• Customer relationship management software user experience. Ideally, Salesforce.com

• Database management software experience

• Training development/delivery experience

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 working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

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. The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $68,000.00 - $123,000.00.