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About the job

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 centres. Zayo’s communications infrastructure solutions include dark fibre, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

ENA by Zayo is seeking an Associate Customer Support Engineer (CSE) to be responsible for providing basic to intermediate levels of support for all products Zayo offers. The Associate CSE follows standard procedures to ensure needs are addressed uniformly on each interaction and is responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion.

Primary Responsibilities

Provides technical support to Zayo customers, at a basic to intermediate level, through use of standardized procedures for all products that Zayo offers. Escalates incidents requiring a more advanced level of knowledge to the appropriate member of the Service Assurance team or internal engineering department. 

Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive access points and switches, and Data Center components. Other equipment and services may be monitored as well. 

Informs impacted customers of events by phone or e-mail and continues to provide frequent status updates until events are resolved. Contacts underlying telecom carriers or related vendors to report service failures. Utilizes external and internal escalation paths to aggressively drive a timely resolution of a service-impacting event. 

Provides inbound technical support for customers through the use of Zayo’s ACD system. 

Ensures high levels of customer satisfaction by communicating with customers throughout the incident duration while managing the resolution activities. Reports all customer communication and troubleshooting in a ticketing system. 

Follows standardized documentation requirements to track and provide clear status updates to a customer’s incident within Zayo’s ticketing system, including reported symptoms and progress steps towards resolution. 

Utilizes customer ticket history to identify trends associated with frequent disruptions. Presents findings to team members and works collaboratively to find a permanent solution to prevent future impacts. 

Other duties as assigned. 

Minimum Expectations of an Associate:

Improves performance impact through growth in knowledge and expertise and through applying coaching, training and development in the field of expertise 

Seeks to continuously improve personal performance in support of department goals and customer satisfaction objectives 

Impact directly supports Zayo's achievement of short-term and long-term success 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience: 

1 to 2 years experience in a customer service call centre, general helpdesk, NOC or other technical support desk role, directly interfacing with customers through the use of phone, ticketing system, and email is required. 

Experience with managing external vendors or clients is required. 

The ability to clearly document customer interactions from case creation to resolution is required. 

Experience troubleshooting network connectivity and functionality is a plus. 

Experience with Layer 3 TCP/IP network protocols is a plus. 

Experience with processing orders or provisioning services is a plus. 

CCENT Certification is a plus. 

Must be able to demonstrate experience in one or more of the following technology offerings:

Broadband Internet Connectivity 

Layer 2 Connectivity 

Layer 3 Routing 

VOIP/PBX 

Wi-Fi LAN 

Cloud/AWS/Azure Computing 

Must have a demonstrated passion for customer service and a strong dedication to putting the customer first through prompt support and complete resolutions. Must have the ability to clearly document interactions for others to utilize, including customers. Requires experience working in a dynamic, customer service-oriented, team environment coordinating multiple technical issues at the same time. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer needs. The position requires the ability to learn and be flexible with existing and new technology and procedure changes that enhances Zayo’s interactions with 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.

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 moderate.

Work Hours:

Company hours accommodate our customers’ needs, which require coverage on a rotating weekly 24x7x365 schedule.

Base Hourly Rate: $24.00 - $26.50 per hour, commensurate with experience

Benefits, Rewards & Wellness

Excellent Health, Dental & Vision Insurance

Retirement 401(k) Savings Plan

Fitness membership discounts

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, colour, 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.