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Posted: Tuesday, May 9, 2017 8:17 AM


Senior Telecom Support Specialist


Verizon is seeking an experienced services delivery professional to support the Program Management Organization (PMO) for a strategic customer. The position is based on-site in Burbank, CA. For this customer, Verizon provides comprehensive network and telephony services using ITIL best practices, leveraging dedicated resources and shared service centers that operate 7 x 24 x 365. Services include VIP support, Telephony support, Managed LAN/WAN, Managed Wireless LAN, Managed Security, Network and Security Engineering and Network Analysis and Reporting.

The Telecom Senior Support Specialist reports to the Program Delivery Executive (PDE) or delegate, supports the Studio Operation Lead, and collaborates with the PMO team and customer.


The Telecom Senior Support Specialist is a key member of the Verizon PMO and is accountable for VIP support, service request fulfillment, incident management and project management for the Studio Operations team. They are also responsible for ensuring that other PMO and Verizon shared services organizations meet their service delivery objectives in supporting the customer.

This role will require the candidate to:

•Maintain a thorough understanding of the products and services offered by Verizon to the customer
•Answer and manage queries for onsite telecom and network services
•Advise customers on processes for phone, network, wireless, and cable inquiries
•Manage and assist in VIP relocations and other VIP issues
•Coordinate and schedule cable, phone, network and wireless requests as required for daily operations and special projects under tight deadlines
•Manage service requests and assist clients with phone move/add/change orders
•Coordinate activities of other team members or customer organizations to deliver services (network engineers, telephony technicians, voice engineers, cable technicians, project managers, and facilities personnel)
•Provide general user training and support
•Conduct billing research, to answer first-level billing inquiries
•Manage the turn-ups of new TV or feature productions as they move into new spaces as well as handle vacancies
•Manage escalation support of customer issues
•Provide incident management (expediting critical phone/data outages, identifying next steps)
•Support root cause analysis on high or critical incidents
•Manage disaster recovery / business continuity phones
•Ensure service level commitments are met
•Work with clients to define project requirements and provide client estimates for projects
•Manage facilities projects in support of the Studio Operations team


•Bachelor’s Degree or equivalent work experience preferred
•4+ years of Network and Telecom experience preferably managing customer programs or IT administration/coordination
•Administration / coordination experience within the Entertainment industry preferred
•Prior experience with Managed Services Accounts and Customized Network and Telecommunication Services required
•Prior, in-depth experience with key Verizon Products, Solutions, Services and related operational delivery processes preferred
•Process and systems management experience
•Pleasant, professional, can-do attitude - Be the go-to example of excellent customer service, professionalism and courtesy
•Excellent organizational, verbal and written communication and presentation skills, with experience supporting senior customer executives
•Works comfortably under pressure and changing priorities
•Demonstrated ability work within Project Teams
•Excellent abilities in coordinating multiple requests across multiple organizations
•High degree of structure and well-organized
•Self-motivated with demonstrated initiative and results orientation
•Demonstrated ability to work independently and follow-up to completion on various tasks with limited supervision
•Attention to detail and thorough
•Advanced knowledge of MS Office applications (specifically Word, Excel and Sharepoint)
•Experience with service ticketing systems and front office duties
•Experience with general telephony billing practices a plus
•ITIL Intermediate or above preferred

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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• Location: San Fernando Valley

• Post ID: 114266693 sanfernandovalley
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