I've spent 10+ years at Verizon Wireless, progressing from phone-based customer service to chat support and Tier 1 technical support through two promotions.
In my fully remote Tier 1 role, I resolve voice, data, device, hardware, software, and network issues independently. I use Windows Device Manager, TCP/IP configuration checks, and provisioning verification to diagnose problems and provide clear, step-by-step customer guidance.
I document symptoms, diagnostics, actions, and resolutions in trouble-ticketing systems to support dependable follow-up and case continuity.
Across phone, chat, and technical support channels, I've handled billing, account, service, and connectivity concerns while de-escalating difficult situations with active listening and solutions-focused communication.
