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 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:
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Triage, investigate, and resolve complex Tier II customer support casesin accordance withestablished service level expectations.
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Serve as an escalation point for advanced customer inquiries, disputes, and operational issues across multiple product and service lines.
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Maintain a strong understanding of telecommunications ordering, provisioning, billing, and support processes, including Access Service Requests (ASRs), disconnects, service orders, and customer account management.
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Provide support through multiple customer engagement channels including phone, live chat, email, and case management platforms.
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Partner with internal departments and third-party vendors to coordinate issue resolution and ensure a positive customer experience.
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Support customer onboarding, portal enablement, user access management, and troubleshooting activities related to internal customer platforms and applications.
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Review, document, and report quality metrics, trends, escalations, and operational outcomes to leadership and vendor management teams.
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Participate in customer meetings, escalations, and cross-functional operational discussions as needed.
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Identifyprocess improvement opportunities and contribute to operational efficiency initiatives.
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Maintainaccuratecase documentation and ensure compliance with company policies, data privacy standards, and regulatory requirements.
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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 accou