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Company
Verizon
Website
www.verizon.com
Eligibility
BE, BTech
Experience
1 - 2 yrs
Location Hyderabad
Job Role
Analyst
JOB SUMMARY:
Company Profile :
Verizon Communications Inc., headquartered
in New York, is a Dow 30 company employing a diverse workforce of
more than 180,000 dedicated employees around the globe.
Every day, we connect people, companies and
communities with our powerful network technology. Not many companies
get the chance to change the industry and change the world through
innovation. We do.
Job Responsibilities:
1. The Global Customer Support Center will
consist of Customer Support Representatives (CSR) and Monitoring Analysts
(MA)
CSR’s will answer all customer facing phone queues, accept and
respond to all customer emails, and will be primary ticket owners
(first contact point for all clients)
2. MA’s will identify incidents via the “Alert Management
System”, assign a CSR, and engage the appropriate technical
group for resolution
Primary interface for partner service desks
3. Phone ACD management
4. Responsible for efficiency gains in monitoring systems
5. MA/CSR should act as a tier .5 technician where he can be able
to resolve repeated incidents tickets with the given SOP in any (windows
/ UNIX / network) domain.
Candidates Profile:
1. Engineer should have 1-2 years in the IT
infrastructure customer support environment where he handled global
customer’s calls, email and alerts.
2. Engineer should possess very good communication in terms of listening,
oral and written.
3. Engineer should have hands on experience in monitoring (HPOV /
Sitescope / etc) and ticketing tool (Remedy / etc)
4. Engineer should have experience working in 24/7 environment.
5. Engineer should have basic knowledge in Windows or UNIX or Network
environment
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