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 Coordinator to join our Customer Service organization. This roleis responsible formanaging complex customer support requests, escalations, billing disputes, service order inquiries, and carrier-related transactions while deliveringa high levelof customer experience and operational excellence.
The Senior Tier II Customer Support Coordinator 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 ensuretimelycase 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 casesin accordance withestablished 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.
Identifyprocess improvement opportunities and contribute to operational efficiency initiatives.
Maintainaccuratecase 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 performanceobjectives
Core Areas of Support
ASR & Carrier Transactional Support
Access Service Requests (ASRs)
Complex carrier order management
Disconnects and 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
SONET services (T1, DS1, OC3)
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
Tranzactplatform support and troubleshooting
CustomerTranzactdemonstrations 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 NVIDIATranzactuser support
Third-party user onboarding
Tranzactbilling 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 GEDrequired
Bachelor’s Degree or 2–4 years of experience within the telecommunications industry preferred.
Minimum of two (2) years of customer service or customer support experiencerequired
Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions preferred.
Proficiencywith 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 whilemaintainingprofessionalism in escalated customer situations.
Continuous improvement mindset with a desire toidentifyoperational efficiencies and process enhancements.
Estimated Pay Range: $21.00 - $25.00 USD/hour.
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
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: https://www.clearme.com/clear1-credential-policy-crp. 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.
For over 15 years, Zayo has been the driving force behind the world's most dynamic and forward-thinking enterprises, helping them pave the way to what's next. With a network that stretches over 16.8 million fiber miles and spans an impressive 141,000 route miles, Zayo is not just in the business of connectivity – we're in the business of limitless potential.
Imagine a world where possibilities are boundless, where businesses can seamlessly bridge the gap between where they are and where they want to be. That's the world we're creating, one fiber mile at a time. Zayo's tailored connectivity and cutting-edge edge solutions are the heartbeat of carriers, cloud pioneers, data centers, educational institutions, and enterprises alike.
From the very core to the cloud to the edge, Zayo is there, powering exceptional experiences that redefine what's achievable.
So, are you ready to unlock the true power of connection? Embark on this journey with us and discover how Zayo doesn't just connect dots – we connect destinies. For more information, visit zayo.com.
