Note: The job is a remote job and is open to candidates in USA. Zayo Group is a leading provider of mission-critical bandwidth to impactful companies, and they are seeking a Senior Tier II Customer Support Coordinator to manage complex customer support requests and escalations. This role will serve as a subject matter expert, partnering with various teams to resolve customer issues while ensuring a high level of customer experience.
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), disconnects, 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
Skills
- High School Diploma or GED required
- Minimum of two (2) years of customer service or customer support experience required
- 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
- Bachelor's Degree or 2–4 years of experience within the telecommunications industry
- Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions
- Proficiency with Salesforce, including reporting and dashboard functionality
Benefits
- Non- sales roles may be eligible to participate in a discretionary annual incentive plan.
- Sales roles may be eligible to participate in a sales incentive plan.
- Health insurance
- Life insurance
- Disability retirement plans
- Paid time off
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
Company Overview