Zayo
Senior Tier II Customer Support Coordinator
United States · Senior
Sponsorship not specified$21k-$25kDetected 16 days ago
Data EngineeringSalesforceProcess ImprovementVendor ManagementOnboardingCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationProblem SolvingOrganizational Skills
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odds of building a lasting career here
31Risky
Cap-exempt (no lottery)0
Sponsors this role58
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70
Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
1 transfer filing in the last year, covering 1 worker. Median labor-condition decision: 318 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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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
- Zayo is seeking a Senior Tier II Customer Support Associate to join our Customer Service organization.
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.
- Occasional in-office attendance may be required based on business needs.
- Maintain a strong understanding of telecommunications ordering, provisioning, billing, and support processes, including Access Service Requests (ASRs), billing support, service orders, and customer account management.
- 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.
- Remote-based position with regular participation in virtual meetings and collaboration sessions.
- Standard business hours with flexibility to support operational priorities and escalations as needed.
Nice to have
- Bachelor's Degree or a minimum of two to four (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
- Estimated base pay range for this role is $21.00 - $25.00 USD/hour.
- The base pay range shown is a guideline and reasonable estimate for this role.
Benefits
- Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
- Excellent Health, Dental & Vision Insurance
- Generous paid time off policy including paid parental leave
Company info
- 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.
Equal opportunity
- Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities.
This listing is sourced directly from Zayo's careers page and normalized into a canonical job model.