Sr Customer Support Analyst - Remote Eligible

Sr Customer Support Analyst

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 Sr Customer Support Analyst to provide timely and responsive monitoring for the stability of a multi-state, interconnected wide area network; identify and respond to failures of network connectivity and other customer-related events; and directly manage the resolution of these events by providing detailed documentation throughout the progress of resolution.

Our Sr Customer Support Analyst is responsible for engaging vendors, dispatching resources, and escalating to internal teams when needed. This role also serves in a hybrid capacity by providing inbound support for Zayo voice services through all available inbound support channels.

Primary Responsibilities:

• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive /Juniper Mist access points and switches, and Data Center components. Other equipment and services may be monitored as well.
• Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved.
• Acts as the initial point of triage and escalates events accordingly.
• Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely.
• Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency.
• Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary.
• Manages and correctly processes all inbound emails from vendors, customers, and internal sources.
• Provides inbound support for Zayo voice services through all available inbound support channels.
• Other duties as assigned

Minimum Expectations of an Associate:

• Follow standard documentation expectations within all customer facing portals.
• Improve performance impact through growth in knowledge while supporting the departments goals and customer satisfaction objections and create an impact that supports Zayos's achievement of short and long-term goals.
• Ability to multi-task while taking inbound calls.

Qualifications:

• 1 - 2 years of experience in a customer service call center or helpdesk, NOC or support desk role resolving issues through interactions over the phone, ticketing system, and through email.
• Excellent customer service and strong dedication to putting the customer first by providing prompt support and complete resolutions.
• Experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues.
• Ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer needs.
• Ability to learn and be flexible with existing and new technology and procedures as it develops and enhances Zayo's offerings to our customers.
• Network related certifications such as Network +, A+ or CCENT, a plus.
• Experience working with routers/switches (Cisco preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting, a plus.

Must have a demonstrated passion for customer service and a strong dedication to putting the customer first and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer incidents. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances Zayo's offerings to our customers.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions. Ability to communicate technical concepts to mix of non-technical and technical people. Fluent in reading and writing English.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

The noise level in the work environment is usually moderate.

Work Hours:

Company hours accommodate our customers' needs, which may require coverage on a rotating weekend schedule.

Estimated base pay range for this role is $32.30 - $33.30 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.