Senior Tier II Customer Support Associate

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 Associate to provide quality assurance, execute on predetermined complex requests, and act as an escalation path both internally and externally.   Zayo's Customer Service department leverages outside business vendors to provide support in various departments across the organization. These departments include but are not limited to Access Service Requests (ASRs), general inquiries, and queue management.

Responsibilities:

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

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

• Responislbe for processing customer's billing-related requests. This work encompasses all aspects of ensuring the customer has the information they need to understand their invoice has billed correctly, and receives credits when billed incorrectly.

• 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 2-4 years in telecom space preferred.

• Minimum of two (2) years of 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.

Estimated base pay range: $24.04 - $30.05 USD/hour.

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.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• 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.