Sr Customer Support Analyst

Zayo Group

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 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.

Requirements

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.
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.
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.

Nice To Haves

Network related certifications such as Network +, A+ or CCENT
Experience working with routers/switches (Cisco preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting

Responsibilities

Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified.
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.
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.
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.
Other duties as assigned