Zayo
Senior Tier II Customer Support Coordinator
United States · Senior
Sponsorship not specified$21k-$25kDetected 1 day ago
Data EngineeringSalesforceProcess ImprovementVendor ManagementOnboardingCustomer SuccessCustomer SupportLeadershipCommunicationProblem SolvingOrganizational Skills
About the role
- Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers.
- Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access.
- Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Responsibilities
- Triage, investigate, and resolve complex Tier II customer support cases in accordance with established service level expectations.
- Provide support through multiple customer engagement channels including phone, live chat, email, and case management platforms.
- Partner with internal departments and third-party vendors to coordinate issue resolution and ensure a positive customer experience.
- Support customer onboarding, portal enablement, user access management, and troubleshooting activities related to internal customer platforms and applications.
- Review, document, and report quality metrics, trends, escalations, and operational outcomes to leadership and vendor management teams.
- Maintain accurate case documentation and ensure compliance with company policies, data privacy standards, and regulatory requirements.
- Attend recurring team, departmental, and operational meetings to support organizational alignment and performance objectives.
- Core Areas of Support
- ASR & Carrier Transactional Support
- Disconnects and service order support
Requirements
- High School Diploma or GED required.
- Minimum of two (2) years of customer service or customer support experience required.
- Ability to work collaboratively across teams while maintaining professionalism in escalated customer situations.
- Strong analytical, organizational, and problem-solving skills.
- Excellent verbal and written communication abilities.
- Ability to prioritize and manage multiple competing tasks in a fast-paced environment.
- Demonstrated attention to detail and commitment to operational accuracy.
- Continuous improvement mindset with a desire to identify operational efficiencies and process enhancements.
Nice to have
- Bachelor's Degree or 2-4 years of experience within the telecommunications industry preferred.
- Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions preferred.
- Proficiency with Salesforce, including reporting and dashboard functionality, is a plus.
Compensation
- The base pay range shown is a guideline and reasonable estimate for this role.
- It takes into account the wide variety of factors that are considered in making compensation decisions.
- Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs.
- Non- sales roles may be eligible to participate in a discretionary annual incentive plan.
- Sales roles may be eligible to participate in a sales incentive plan.
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Benefits
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
- Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
- Benefits, Rewards & Wellness
Equal opportunity
- Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities.
- If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.
This listing is sourced directly from Zayo's careers page and normalized into a canonical job model.