Employers

Technical Client Services Specialist

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Job ID:

36578

Location:

Cincinnati, OH 

Category:

Customer Service
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Job Views:

434

Zip Code:

45202-3315

Posted:

11.16.2015
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Job Description:

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

  

  • The Technical Service Specialist is an individual contributor, who is responsible for Lifecycle Governance of assigned Global client base.  The Technical Service Specialist will have global service level management responsibilities and will have a working knowledge of the clients’ regional operations.   TheTechnical Service Specialist has responsibility for Relationship Management, developing and maintaining executive client relationships as well as forging new relationships within assigned clients. In addition, the Technical Service Specialist for this set of accounts should be familiar with complex integrated solutions and delivery of associated business outcomes.  This also includes management of client Operation and achievement of associated service levels that delivers contracted business solutions.  
  • TheTechnical Service Specialist provides value to client(s) thru the delivery of services from Transition to Day 2 Operation. This also includes developing risk mitigation strategies that minimize business disruption.  Responsible for ensuring service levels are attained which includes managing KPIs of supplier groups (COE’s including Ordering, Billing & Network Assurance).  Additionally he/she must have the ability to work through complex business & client challenges and collaborate in developing and implementing solutions.

Accountable for:

  • The post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. Ensures and may manage internal & external resources to deliver services maintain their compliance with customer contractual commitments. Governs reporting and financial management relative to contractual commitments and SLA’s, including Billing account strategy, setup and optimization.

Functional Responsibilities:

 

  • Disaster Recovery/Business Continuity Planning and Strategy
  • Network Diversity Strategy/Design support/Semi Annual Review to audit for compliance/work to correct as necessary
  • Technical Service Improvement Plans to address operational issues, as needed
  • Infrastructure Analytics and Documentation
  • Problem and Maintenance Management; on-call 24x7 as needed
  • SLA Review and reporting monthly
  • Risk Mitigation Strategies
  • Coordinate Incident Management process, and chronic studies
  • Ownership of maintenance issues based on established criteria with partner organizations
  • Customer point of contact for operational issues
  • Proactive customer status
  • Technical and management escalations
  • Customer education on Verizon’s automation tools
  • Provide technical assistance on order details for customer services on internet, MPLS, Voip, Security, Special Construction sites, etc.
  • Service testing and order support Globally, as needed
  • Manage Utilization Studies, as necessary
  • Participate in team meetings and strategic planning
  • Assist sales team with ILEC service orders, technical details and trouble issues
  • Monthly, Quarterly and Annual Network Operational Reviews

Qualifications

 

  • Supplier Management
  • ITIL v3 Foundations Certification
  • Global Network and Router Knowledge
  • Experience with IP Technology including VOIP, MPLS and CPE
  • College degree preferred
  • Has demonstrated excellent client & organizational, communication and process skills

  • Experience with project or program management including vendor management for accounts of medium complexity  is a plus

Additional Information:

  • 24x7 ticket escalation support will be required as needed.

 

 

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Company Info
Verizon
1 Verizon Way, Basking Ridge, NJ, 07920
Basking Ridge, NJ, United States

Phone: 908-210-6982
Web Site: www.verizon.com

Company Profile