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 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 an Associate Customer Support Engineer to be responsible for providing basic to intermediate levels of support for all products Zayo offers. The Associate Customer Support Engineer follows standard procedures to ensure needs are addressed uniformly on each interaction.  The associate Customer Support Engineer is responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion.  Company hours accommodate our customers’ needs, which require coverage on a rotating weekly 24x7x365 schedule.

This is a remote role and can be based anywhere in the Continental US and outside.

Shift is Sunday through Thursday

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 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 field of expertise 

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

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

 

Qualifications:                

• Minimum of one (1) year of experience in a customer service call center, 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. 

• 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 and is a plus.  

• Experience with processing orders or provisioning services is a plus.  

• CCENT Certification is a plus. 

• Must have a demonstrated passion for customer service and a strong dedication to putting the customer first through prompt support and complete resolutions. 

• 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. 

• 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 procedure changes that enhances Zayo’s interactions with 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.

• 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. 

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 

 Base Pay Rate: $24.04 - $30.05 USD/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, 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.