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Form of workCompany Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.
The Customer Support Engineer (CSE) is responsible for providing intermediate to advanced levels of support for all products Zayo offers. Responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion.
Responsibilities
•Provides technical support to ZAYO customers, at an intermediate to advanced level via phone, email, and ticketing system, for all products that ZAYO offers and acts as initial point of internal escalation. Escalates incidents requiring a more advanced level of knowledge to the appropriate member of the CTAC team or internal engineering department.
•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.
•Provides inbound technical support for customers across all of ZAYO's product suites through use of ZAYO's ACD system. Resolves a significant amount of customer needs.
•Works with technical and operational areas of the company to ensure cross departmental processes are accurately documented and updated as needed to ensure ongoing success.
•Performs "on-call" duties as required; responding to certain types of after hour customer issues either through monitoring or voice communication. Contributes to 24x7x365 availability for customer's mission critical network services.
•Provides backup to 1st line monitoring and ticketing support as needed.
•Other duties as assigned.
Minimum Expectations of a Professional:
•Occasionally coaches, instructs or assists others in area of expertise
•Improves performance impact through personal growth in knowledge and expertise
•Personally seeks continuous improvements in own job performance to contribute positively to department service excellence objectives and customer service
•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 enabble individuals with disabilities to perform the essential functions.
Education and/or Experience:
•3 - 4 years' experience in an advanced technical support center, NOC or premise based support 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 required.
•Experience with Layer 3 TCP/IP network protocols is required.
•Experience with processing orders or provisioning services is a plus.
•CCNA Certification is a plus.
Must be able to demonstrate experience in two 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 and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer incidents. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ZAYO's offerings to 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 procedures manuals. Ability to effectively present information and respond to questions. Communicate technical concepts to technical and non-technical people. The position requires strong written and verbal communication and interpersonal skills, paired with excellent phone and email etiquette. Must be able to speak English at a level necessary to support customers, internal and external.
Reasoning Ability:
Ability to define problems collects 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 customer's needs, which require coverage on a rotating weekly, 24x7x365 schedule. Late night maintenance and emergency trouble restoration will be required as necessary. This is an exempt position so the hours of work will be dependent on the work that needs to be addressed to accomplish the work ascribed to this position.,
Base pay range: $56,300 - $93,800, commensurate with experience
Benefits, Rewards & Wellness
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.
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.
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.
The Customer Support Engineer (CSE) is responsible for providing intermediate to advanced levels of support for all products Zayo offers. Responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion.
Responsibilities
•Provides technical support to ZAYO customers, at an intermediate to advanced level via phone, email, and ticketing system, for all products that ZAYO offers and acts as initial point of internal escalation. Escalates incidents requiring a more advanced level of knowledge to the appropriate member of the CTAC team or internal engineering department.
•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.
•Provides inbound technical support for customers across all of ZAYO's product suites through use of ZAYO's ACD system. Resolves a significant amount of customer needs.
•Works with technical and operational areas of the company to ensure cross departmental processes are accurately documented and updated as needed to ensure ongoing success.
•Performs "on-call" duties as required; responding to certain types of after hour customer issues either through monitoring or voice communication. Contributes to 24x7x365 availability for customer's mission critical network services.
•Provides backup to 1st line monitoring and ticketing support as needed.
•Other duties as assigned.
Minimum Expectations of a Professional:
•Occasionally coaches, instructs or assists others in area of expertise
•Improves performance impact through personal growth in knowledge and expertise
•Personally seeks continuous improvements in own job performance to contribute positively to department service excellence objectives and customer service
•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 enabble individuals with disabilities to perform the essential functions.
Education and/or Experience:
•3 - 4 years' experience in an advanced technical support center, NOC or premise based support 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 required.
•Experience with Layer 3 TCP/IP network protocols is required.
•Experience with processing orders or provisioning services is a plus.
•CCNA Certification is a plus.
Must be able to demonstrate experience in two 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 and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer incidents. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ZAYO's offerings to 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 procedures manuals. Ability to effectively present information and respond to questions. Communicate technical concepts to technical and non-technical people. The position requires strong written and verbal communication and interpersonal skills, paired with excellent phone and email etiquette. Must be able to speak English at a level necessary to support customers, internal and external.
Reasoning Ability:
Ability to define problems collects 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 customer's needs, which require coverage on a rotating weekly, 24x7x365 schedule. Late night maintenance and emergency trouble restoration will be required as necessary. This is an exempt position so the hours of work will be dependent on the work that needs to be addressed to accomplish the work ascribed to this position.,
Base pay range: $56,300 - $93,800, 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.
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.
