Senior Tier II Customer Support Coordinator

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. 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.

Zayo is seeking a Senior Tier II Customer Support Coordinator to join the Customer Service department and will leverage outside business vendors to provide support in various departments across the organization. These departments include but are not limited to Access Service Requests (ASRs), disconnects, general inquiries, and queue management. The Senior Tier II Customer Support Coordinator will liaise to provide quality assurance, execute on predetermined complex requests and act as an escalation path both internally and externally. 

Responsibilities:

• Triage and work defined tier 2 customer support cases daily.

• Maintain a strong understanding of ASRs, disconnects, service orders, credit requests, billing disputes and Zayo general inquiries.

• Provide Phone & Live Chat support as needed.

• Document and report on the quality of work to internal management and vendor(s).

• Attend daily and weekly meetings (in person and/or remote) in relation to performance, outcomes and organizational success.

• Complies with all internal and external mandates, rules, and regulations regarding customer and company proprietary information.

 Qualifications:

• HS/GED required. Bachelor’s Degree or minimum of two (2) years in telecom space preferred.

• Minimum of two (2) years experience in Customer Service.

• Proficiency with Salesforce reports and dashboards is a plus.

• Attention to detail with strong organizational capabilities.

• Ability to prioritize with good time management skills.

• Excellent communication skills, both verbal and written.

• Effective problem-solving and interpersonal skills.

• Ability to multi-task and manage competing requests in a professional manner.

• Desire to understand processes, identify improvements, and implement change.

• Basic understanding of telecommunications products.

• Strong analytical, planning, organizing, and problem-solving skills are needed to be successful in this position.

• Ability to come into the office 3x a week (Denver or Boulder CO).

Base Pay Range: $22.00 - $25.00 USD/annually, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

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.