Company 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.
Position Description
The Network Control Center ("NCC") Tier I Technician will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of products and services offered by Zayo.
Job Responsibilities:
Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner
Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency
Escalate/Assign tickets to appropriate teams, leads and managers
Perform direct communications to customers for updates as necessary
Resolve customer inquiries, if possible, by utilizing documented processes
Professionally manage difficult and/or emotional customer situations
Required Qualifications:
High School Diploma required
Must be able to pass a background screening
2+ years of customer service experience (NOC environment is preferred)
Ability to navigate multiple computer systems/applications simultaneously
Knowledgeable with G-Suite applications
Excellent written and verbal communication skills
Requires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
Ability to work in a fast paced environment
Active Listening
Data Entry Skills
Attention to detail
Good Time management Skills
Salesforce experience is a plus
Work Schedule/Shift:
This position requires shift work
24x7x365 - shifts and days availability may vary
Rewards
Competitive compensation
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
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