Senior Tier II Customer Support Coordinator

Zayo Group

3d•$21 - $25•Remote

About The Position

Zayo is seeking a Senior Tier II Customer Support Associate to join our Customer Service organization. This role is responsible for managing complex customer support requests, escalations, billing disputes, service order inquiries, and carrier-related transactions while delivering a high level of customer experience and operational excellence. The Senior Tier II Customer Support Associate serves as a subject matter expert and escalation point for both internal teams and external customers. This individual will partner cross-functionally with Sales, Billing, Provisioning, Product, Vendors, and Customer Success teams to resolve complex customer issues, support service enablement, and ensure timely case resolution. The ideal candidate is highly organized, customer-focused, detail-oriented, and comfortable managing multiple priorities in a fast-paced telecommunications environment.

Requirements

High School Diploma or GED required.
Minimum of two (2) years of customer service or customer support experience required.

Nice To Haves

Bachelor’s Degree or a minimum of two to four (2–4) years of experience within the telecommunications industry preferred.
Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions preferred.
Proficiency with Salesforce, including reporting and dashboard functionality, is a plus.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication abilities.
Ability to prioritize and manage multiple competing tasks in a fast-paced environment.
Demonstrated attention to detail and commitment to operational accuracy.
Ability to work collaboratively across teams while maintaining professionalism in escalated customer situations.
Continuous improvement mindset with a desire to identify operational efficiencies and process enhancements.

Responsibilities

Triage, investigate, and resolve complex Tier II customer support cases in accordance with established service level expectations.
Serve as an escalation point for advanced customer inquiries, disputes, and operational issues across multiple product and service lines.
Maintain a strong understanding of telecommunications ordering, provisioning, billing, and support processes, including Access Service Requests (ASRs), billing support, service orders, and customer account management.
Provide support through multiple customer engagement channels including phone, live chat, email, and case management platforms.
Partner with internal departments and third-party vendors to coordinate issue resolution and ensure a positive customer experience.
Support customer onboarding, portal enablement, user access management, and troubleshooting activities related to internal customer platforms and applications.
Review, document, and report quality metrics, trends, escalations, and operational outcomes to leadership and vendor management teams.
Participate in customer meetings, escalations, and cross-functional operational discussions as needed.
Identify process improvement opportunities and contribute to operational efficiency initiatives.
Maintain accurate case documentation and ensure compliance with company policies, data privacy standards, and regulatory requirements.
Attend recurring team, departmental, and operational meetings to support organizational alignment and performance objectives.