Portal Control Specialist

Zayo Group • Aurora, CO

281d • $56,300 - $75,000

About The Position

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 Portal Control Specialist to be responsible for processing incoming and pending quote requests via our digital pricing engine, Tranzact. Our Portal Control Specialist resolves quoting errors and works with the appropriate internal team to ensure pricing is accurately provided within the expected SLA. Our Portal Control Specialist is also responsible for providing valuable input around automation, reporting any outstanding issues or bugs to the responsible party, and advocating for the sustainability and growth of the platform.

Requirements

• Bachelor's degree or minimum of 4 (four) years' experience in the relative field
• Minimum of at least 3 (three) years' experience in Customer Service or Sales Support experience demonstrating the ability to resolve issues and to effectively interface with internal teams while researching an issue
• Experience in the Telecom industry, preferred
• Strong computer skills including proficiency with Microsoft Office and database software and concepts, familiarity with data management
• Demonstrated ability to use multiple database systems
• Active listening and the ability to communicate effectively and professionally via phone, electronic media, and face to face interactions
• Ability to collaborate effectively with a large number of business units to ensure successful customer installations
• Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, technical, or schedule form, and quickly adapt to new products, processes, and technologies
• Strong problem solving skills
• Strong research skills; persists beyond initial sources to find accurate and comprehensive information
• Effective verbal and written communication skills sufficient to manage difficult interactions and facilitate conflict resolution
• Ability to negotiate resolutions and know when to enlist support and assistance from others
• Ability to work independently or on a team, support team objectives, take initiative and promote a positive team spirit
• Detail oriented with superb organizational skills and the ability to prioritize
• Monitors and checks own work for accuracy and quality
• Ability to be flexible and adaptable with work schedule and demands to meet strict deadlines under no or minimal supervision

Responsibilities

• Manage Case and Quote queues while meeting defined SLA
• Understand and solve Tranzact error codes as they pertain to the digital quoting process
• Create single or bulk quotes for internal and external customers
• Act as liaison between quality assurance teams, customers, and sales associates in regard to digital quote support
• Create tasks for product, solution engineers, OSP, FE, and sales teams when needed
• Review on network vs off-network buildings and locations as they pertain to digital quoting
• Create Cost Estimate Trackers in relation to digital quoting
• Set appropriate status and sub-status of quotes
• Troubleshoot order/opp creation from Tranzact when engaged by internal teams
• Assist internal and external customers with any quoting questions or concerns
• Provide support to Konecta team when needed
• Review public quoting and report new leads to sales teams
• Has knowledge and understands the different products provided by Zayo
• Work under general supervision and manage own workload
• Has direct impact on both sales and customer satisfaction
• Frequent internal contact with internal employees and other department

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

What This Job Offers

• Industry: Specialty Trade Contractors
• Education Level: Bachelor's degree