Senior Tier II Customer Support Coordinator

About this role

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 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 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 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), 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.   

• 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   

• 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  

• 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 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.   

Estimated Pay Range: $21.00 - $25.00 USD/hour.

The base p

Similar jobs

• Customer Support Specialist II — Abbott · Remote
• Customer Support Specialist II — Abbott · Redwood City, California, United States
• Systems Support Specialist Tier II — Rangewaterrealestate · Atlanta, GA
• Customer Support Specialist - Tier I — Canopytax · Draper, UT
• Customer Support Coordinator — Reflex · Austin, Texas, United States
• Customer Support Technician II (T2) — Applied Materials · Hillsboro, OR
• Advisor Support Coordinator — Fartherfinance · Hybrid - Dallas, TX
• Technical Customer Support Analyst II — Brinks · Work from Home US | Louisville, KY (J0380)