What are the responsibilities and job description for the Senior Tier II Customer Support Associate position at Zayo?
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.
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.
Required to be in office 3x a week.
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.
Ability to come into the office 3x a week (Denver or Boulder CO.)
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
Salary : $24 - $30
