Senior Tier II Customer Support Coordinator

Company Description

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 Senior Tier II Customer Support Associate to join our Customer Service organization. This role is responsible for managing complex customer support requests, escalations, billing disputes, service order inquiries, and carrier-related transactions while delivering a high level of customer experience and operational excellence.

The Senior Tier II Customer Support Associate serves as a subject matter expert and escalation point for both internal teams and external customers. This individual will partner cross-functionally with Sales, Billing, Provisioning, Product, Vendors, and Customer Success teams to resolve complex customer issues, support service enablement, and ensure timely case resolution.

The ideal candidate is highly organized, customer-focused, detail-oriented, and comfortable managing multiple priorities in a fast-paced telecommunications environment.

Location: This role will consider applicants that currently reside in the continental United States in the Mountain and Central Time Zones.

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), billing support, 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.

Core Areas of Support

ASR & Carrier Transactional Support

• Access Service Requests (ASRs)

• Complex carrier order management

• Service order support

• AT&T Complex Orders

• AT&T Wireless

• Comcast DISA

• DISH Type 2

• DIA new and change orders

• Federal building requests

• Rogers Communications

• Segra

• TSP Code requests (ASR related)

Billing & Customer Care Support

• Billing disputes and escalations

• BED resets

• Overage and bursting disputes

• Complex NRC disputes

• Re-rate disputes

• Billing jeopardies and corrections

• Multi-issue account disputes

• Fees and surcharge disputes

• SLA and contract interpretation support

• Goodwill credits

• ETL disputes

• Back-bill disputes

• Rate increase disputes

• Government account support

• Purchase order updates and new service order support

Customer Portal & General Inquiry Support

• Tranzact platform support and troubleshooting

• Customer Tranzact demonstrations and user enablement

• System error investigation and user reporting

• Apex exception support

• Bandwidth graphing inquiries

• DocuSign-related support

• Partner and channel user enablement

• Amazon, Google, and NVIDIA Tranzact user support

• Third-party user onboarding

• Tranzact billing support

• Government account inquiries

• Contact and account updates

• Post-disconnect aggregated service inquiries

• MAC requests (non-dedicated/non-partner accounts)

• Bulk multi-site customer support

• Invoice explanation requests

Qualifications:

• High School Diploma or GED required.

• Bachelor’s Degree or a minimum of two to four (2–4) years of experience within the telecommunications industry preferred.

• Minimum of two (2) years of customer service or customer support experience required.

• Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions preferred.

• Proficiency with Salesforce, including reporting and dashboard functionality, is a plus.

• 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.

Work Environment

• Remote-based position with regular participation in virtual meetings and collaboration sessions.

• Occasional in-office attendance may be required based on business needs.

• Standard business hours with flexibility to support operational priorities and escalations as needed.

Estimated base pay range for this role is $21.00 - $25.00 USD/hour.

#LI-REMOTE

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. 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.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

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.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.