Lead Application Support Specialist - (Cary, NC)

Position details What you'll be doing... Positive customer experiences drive our business and you will be part of a Tier two support team delivering an advanced level of on-line technical support to internal and external customers in Business/Enterprise, Federal, State and Local Government Accounts. You will learn our web portals and use your knowledge to resolve issues that come up. Improving the customer background makes us better. - Investigate, manage, and resolve complex and unique trouble tickets reported by Verizon portal users in an extremely timely manner (meeting established levels of service including initial response time, time to close). - Diagnose and escalate issues as needed to ensure proper and timely resolution. - Contact Verizon portal users to update them on ticket status and gather further info as necessary. - Route issues to portal and application developers for investigation as needed and see issues through to resolution. - Clear and thorough documentation on any tickets handled.