Serves as a central point of contact in an ITIL-compliant Service Desk for Verizon Managed Services customers. Responsible for creating internal trouble tickets for every request, as well as creating and/or verifying the associated request in the customer s trouble ticket system. Provides internal and external support for incident management, change management, and service request activities. Oversees the Operations organization s overall ticket management function, including monitoring the status and progress of tickets; escalating to various internal support groups and external vendors; updating the status of tickets according to customer SLA guidelines; keeping customers apprised of progress on issues; and following up to ensure satisfactory resolution of problems. These critical interactions require courteous, professional business communication with other Customer Service Centers, Network Management Centers, Verizon Business Operations groups, LECs, account teams, and customers, serving to help facilitate cooperation and resolution of issues within established baseline objectives.
Qualifications: Candidate must possess at least a Bachelor's degree or the equivalent plus two to three years of working experience in a related field. Requires exceptional verbal and written communications skills, plus demonstrated customer service skills. Strong organizational skills and attention to detail are also required, as well as excellent analytical and decision-making skills. Must have the ability to thrive in a demanding, fast paced 24x7x365 operations support environment, which requires the ability to work any shift, plus overtime, weekends, or holidays as needed; work location is Alabang, Muntinlupa City.
Additional Qualifications: Prefer degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or the equivalent. Knowledge of the telecommunications industry and voice and data networking technologies is desired, as well as prior experience in a technical support or customer service helpdesk environment. Ideal candidates will have an ITIL certification or at least working knowledge of service desk objectives in an ITIL foundation.
Job ID: 477368