.When you join VerizonVerizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.What you'll be doing...The Verizon Customer Success Channel Technology team is searching for a Consultant to be a subject matter expert for systems and technical support of our service channel and frontline teams across both Internal and Partner Success Organizations. This person will build and sustain in person partnerships in the Mexico City/LATAM region and virtually across the globe thus identifying and expediting systems triage, troubleshooting and defect resolution processes for mission and business critical applications in service rep assisted platforms. Specifically, this position involves being on the ground rotating across partner sites along with virtual support to communicate directly with frontline teams, GTS and field operations teams to understand field pain points related to systems and driving escalated issues to resolution in partnership with product and systems owners. As part of the role, the candidate will align on and address trending issues and/or critical enhancements with a prioritized, funnel management approach for tools such as Optix, ACSS, Citrix, and desktop connectivity across internal and Partner Success Operations across the globe. You will identify opportunities for simplification and efficiency, and lead change to drive improvement.Consult with peer teams to triage escalated issues and align resources within other partner teams to vet, replicate and expedite resolution alongside GTS and Production Support.Establish direct partnerships with leaders and Ops partners on key issues occurring within the business via consistent floor presence and visibility across sites.Track all system related tasks and deliverables, and engage appropriate team members to ensure timelines are met.Support outage management to help identify examples, root issues and conduct resolution testing.Provide systems and technology support during Moments that Matter - Act as SME (subject matter expert), troubleshooting/triaging and driving adoption for new tool launches or enhancements. This also includes support for new site deployment and resolving critical systems interruptions.Assist on medium to large-scale system and technology updates and implementations for Strategic Partners, from initial development to execution
