What you’ll be doing...

Our Verizon Connect Customer Care is phone and email based, requiring excellent verbal and written communication skills. As a Verizon Connect Customer Support Analyst, you will ensure our customers’ success through the delivery of our Tier 2 support functions.

• Taking calls from customers (via Tier 1) for escalated customer issues.
• Taking calls from Technicians to troubleshoot tracker Service or Installs.
• Taking cases raised by customers - troubleshooting, researching or escalating to reach resolution.
• Answering customer questions about Verizon Connect products and services.
• Helping customers solve problems using Verizon Connect solutions.
• Arranging Service visits with Installers/Technicians on the customers' behalf.

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.

What we’re looking for...

The ideal candidate will thrive in a dynamic, busy environment - you should be efficient and effective at solving problems, and able to respond promptly to customers. We expect you to have a positive andfriendly manner and be able to work with other departments to resolve issues for customer success and satisfaction.

You’ll need to have:

• Bachelor's degree or one or more years of work experience.
• One or more years customer service experience.
• Good verbal and written communication skills.
• Good skills in Salesforce, G-Suite, and multiple internal tools.
• Willingness to work shifts Monday to Friday between 8am and 6pm AEST schedule (shifts) based on the needs of the business.

Even better if you one or more of the following:

• Experience in auto-electrical installations/GPS tracking.
• Ability to delight our customers.
• Knowledge of assimilating technical concepts and new technology.
• Good problem-solving skills; gathering and analysing information efficiently and effectively.
• Ability to understand and manage customers andbuild rapport.
• Ability to prioritise effectively within tight schedules and a fast-paced environment.
• Commitment to professionalism, follow-through and attention to details.