What you'll be doing...
The UCCaaS Day 2 Readiness Specialistrole is an integral part of the Digital Enablement, Collaboration, and Customer Experience team within the Professional Services organization at Verizon Enterprise Solutions. This position will support all new UCCaaS (Unified Communication and Collaboration as a Service) customers during implementation and for the first week after go live in preparing them to be transitioned to true Day 2 support via the standard UCCaaS service desk. You will provide Customer Support transition training and services to the Administrators of the service at each customer site along with any resources responsible for opening repair tickets or change/service requests and possible customer Accounts Payable resources.
This role is responsible for ensuring that the customer will be successful in navigating the Verizon UCCaaS Day 2 support model. Your role will include:
Coordinating all Day 2 related training with the Delivery PM and the customer during the implementation phase of the project.
Training UCCaaS Customer Administrators on the functionality of the KURMI Administration Portal for each site or set of sites that goes live.
Ensuring that Verizon Account Teams have established the appropriate VEC (Verizon Enterprise Center Portal) entitlements for the customer before the customer goes live on the service to ensure they can successfully open repair tickets and change/service requests.
Training or coordinating training of all VEC-related functions related to the service.
Performing a review of the first UCCaaS-related invoice with the customer and their respective accounts payable resources.
Responding timely to requests for assistance from each customer for the first week to 10 days after they go live if they are experiencing issues with any of the functions listed above.
Working closely with internal Verizon resources to streamline and update processes and procedures around this support function to ensure continued customer satisfaction.
What we're looking for...
You'll need to have:
Associate degree or two or more years of work experience.
Three or more years of relevant work experience.
Even Better if You Have:
An Associate degree or higher in IT or three or more years of technical customer support of IT platforms for medium to large corporate customers.
Eligibility to pass an extensive background investigation as a condition of employment.
Previous remote training experience using collaboration tools for a successful training experience.
Flexibility to take on new work assignments often with varied technical and customer support responsibilities and sometimes varied hours.
Ability to be a team player, flexible, and adaptable.
The desire and capability to learn new products and services.
The desire to continue your education.
Previous three or more years of strong project management experience.
Excellent corporate customer service experience.
Tools experience including MS Word, Excel, and PowerPoint along with strong skills in WebEx .and Captivate or other training video creation/recording software.
Demonstrated performance as a self-starter.
Demonstrated high performance working remotely independently.
Sense of urgency in a fast paced environment.
Previous experience with contact center support platforms.
When you join Verizon...
You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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. Different makes us better.