780 Verizon jobs in Woburn

• Provide advanced technical support and troubleshooting for escalated customer issues via phone, email, and remote access tools.
• Diagnose and resolve complex software, hardware, and network-related problems.
• Document technical solutions and create knowledge base articles for internal and external use.
• Collaborate with engineering and product development teams to identify product bugs and provide feedback for improvements.
• Train and mentor junior support staff, sharing knowledge and best practices.
• Manage and prioritize a queue of support tickets, ensuring timely resolution within service level agreements (SLAs).
• Conduct root cause analysis for recurring technical issues and recommend preventive measures.
• Stay up-to-date with product updates, new features, and industry technologies.
• Assist in the development and maintenance of support tools and infrastructure.
• Contribute to the continuous improvement of customer support processes and procedures.
• Escalate critical issues to appropriate internal teams as needed.
• Build strong customer relationships by providing exceptional service and technical expertise.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with a focus on complex problem-solving.
• In-depth knowledge of Windows and/or macOS operating systems, network protocols (TCP/IP, DNS, DHCP), and common hardware issues.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and virtual environments is highly desirable.
• Proficiency in troubleshooting common application issues and database connectivity.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to users of varying technical abilities.
• Ability to work independently and as part of a collaborative team.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Customer-focused mindset with a commitment to service excellence.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to customer queries in a timely and accurate manner.
• Walk customers through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Identify and escalate situations requiring urgent attention to the appropriate individual.
• Troubleshoot and resolve network connectivity issues.
• Maintain records of customer interactions and resolutions.
• Contribute to a knowledge base of common issues and solutions.

• High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is preferred.
• 2+ years of experience in technical support or IT helpdesk.
• Strong knowledge of computer hardware, software, and network troubleshooting.
• Proficiency in operating systems like Windows and macOS.
• Excellent customer service, communication, and problem-solving skills.
• Ability to work independently and manage time effectively in a remote setting.

• Providing advanced technical support for our client's software and hardware products via remote channels, including email, chat, and phone.
• Diagnosing, troubleshooting, and resolving complex technical issues reported by customers, ensuring timely and effective solutions.
• Analyzing recurring technical problems and identifying root causes, recommending product improvements or workarounds.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Mentoring and guiding junior technical support engineers, sharing expertise and fostering a collaborative support environment.
• Escalating critical issues to the engineering and product development teams, and acting as a liaison to ensure resolution.
• Managing customer expectations and providing clear, concise communication throughout the support process.
• Contributing to the continuous improvement of support processes and tools.
• Participating in product testing and providing feedback from a customer support perspective.
• Maintaining accurate records of customer interactions and technical issues in the ticketing system.

• Provide advanced technical support to customers via phone, email, and chat, resolving complex hardware and software issues.
• Diagnose and troubleshoot technical problems, identifying root causes and implementing effective solutions.
• Manage and prioritize support tickets, ensuring timely resolution and customer satisfaction.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow through to resolution.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
• Train and mentor junior technical support representatives, fostering a culture of learning and continuous improvement.
• Analyze support trends and provide feedback to product development and engineering teams to improve product reliability and usability.
• Contribute to the development and implementation of support policies and procedures.
• Represent the support team in cross-functional meetings to advocate for customer needs.
• Maintain a high level of customer satisfaction through professional and efficient service.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or a similar customer-facing IT role.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network configurations, and common software applications.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of IT hardware and software concepts.
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to effectively train and mentor team members.
• Experience in a lead or supervisory role is highly desirable.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

• Lead, mentor, and manage a team of remote technical support specialists.
• Oversee the daily operations of the technical support department, ensuring efficient ticket handling and issue resolution.
• Develop and implement support policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure high-quality customer service.
• Train new support team members and provide ongoing coaching and professional development.
• Create and maintain comprehensive knowledge base articles and troubleshooting guides.
• Analyze support trends and customer feedback to identify recurring issues and areas for product improvement.
• Collaborate with engineering and product teams to communicate customer needs and facilitate bug fixes.
• Manage escalated customer issues, ensuring timely and satisfactory resolution.
• Foster a positive and customer-centric team environment.
• Contribute to the continuous improvement of support tools and processes.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote teams.
• Strong technical aptitude and ability to troubleshoot complex software and hardware issues.
• Excellent understanding of customer support principles and best practices.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, remote environment.
• Experience in developing and delivering technical training is a plus.

• Providing advanced technical support via phone, email, and ticketing systems for a wide range of hardware, software, and network-related issues.
• Diagnosing, troubleshooting, and resolving intricate technical problems, escalating when necessary to specialized teams.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower users and support staff.
• Training and mentoring junior support staff, sharing best practices and technical expertise.
• Analyzing support trends and identifying areas for product or service improvement.
• Collaborating with engineering and product management teams to report bugs and suggest enhancements based on customer feedback.
• Managing and prioritizing multiple support requests simultaneously, ensuring adherence to service level agreements (SLAs).
• Participating in on-call rotations and providing after-hours support as needed.
• Continuously updating technical skills to stay current with evolving technologies and product offerings.

• Provide advanced technical support and troubleshooting for complex customer issues.
• Diagnose and resolve hardware, software, and network-related problems.
• Escalate unresolved issues to appropriate engineering or development teams.
• Document technical solutions, troubleshooting steps, and best practices in the knowledge base.
• Collaborate with cross-functional teams to address product defects and enhancement requests.
• Mentor and train junior technical support staff.
• Develop and maintain technical documentation and training materials.
• Analyze support trends and identify opportunities for proactive problem resolution.
• Manage customer expectations and ensure timely resolution of support tickets.
• Contribute to the continuous improvement of support processes and tools.

Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and/or job placement services, and personalized coaching and mentorship. Year Up United participants also receive an educational stipend.

The program combines technical and professional training with access to internships and job placement support through our industry-leading talent placement firm YUPRO Placement. If you receive an internship, it may be at Harvard University, Wayfair, Salesforce, or Wellington Management among other leading organizations in the Greater Boston area.

Are you eligible?
You can apply to Year Up United if you are:
- A high school graduate or GED recipient
- Eligible to work in the U.S.
- Available Monday-Friday throughout the duration of the program
- Highly motivated to learn technical and professional skills
- Have not obtained a Bachelorʼs degree
- You may be required to answer additional screening questions when applying

What will you gain?
Professional business and communication skills, interviewing and networking skills, resume building, ongoing support and guidance to help you launch your career. During the internship phase, Year Up United students earn an educational stipend of $525 per week.

In-depth classes include:
- Banking
- Business Operations
- IT Support
- Investment Operations
- Project Management
- Network Security & Support

Get the skills and opportunity you need to launch your professional career.
75% of Year Up United graduates are employed and/or enrolled in postsecondary education within 4 months of graduation. Employed graduates earn an average starting salary of fifty-three thousand dollars per year.

Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and/or job placement services, and personalized coaching and mentorship. Year Up United participants also receive an educational stipend.

The program combines technical and professional training with access to internships and job placement support through our industry-leading talent placement firm YUPRO Placement. If you receive an internship, it may be at Harvard University, Wayfair, Salesforce, or Wellington Management among other leading organizations in the Greater Boston area.

Are you eligible?
You can apply to Year Up United if you are:
- A high school graduate or GED recipient
- Eligible to work in the U.S.
- Available Monday-Friday throughout the duration of the program
- Highly motivated to learn technical and professional skills
- Have not obtained a Bachelorʼs degree
- You may be required to answer additional screening questions when applying

What will you gain?
Professional business and communication skills, interviewing and networking skills, resume building, ongoing support and guidance to help you launch your career. During the internship phase, Year Up United students earn an educational stipend of $525 per week.

In-depth classes include:
- Banking
- Business Operations
- IT Support
- Investment Operations
- Project Management
- Network Security & Support

Get the skills and opportunity you need to launch your professional career.
75% of Year Up United graduates are employed and/or enrolled in postsecondary education within 4 months of graduation. Employed graduates earn an average starting salary of fifty-three thousand dollars per year.