Senior Tier II Customer Support Coordinator – Zayo – Arnhem

  • Arnhem

Zayo

Responsibilities

  • Triage and work defined tier 2 customer support cases daily

  • Maintain a strong understanding of ASRs, disconnects, service orders, credit requests, billing disputes and Zayo general inquiries

  • Provide Phone & Live Chat support as needed

  • Document and report on the quality of work to internal management and vendor(s)

  • Attend daily and weekly meetings (in person and/or remote) in relation to performance, outcomes and organizational success

  • In office 3x a week

  • Complies with all internal and external mandates, rules, and regulations regarding customer and company proprietary information.

  • Qualifications

  • High School diploma/GED required. Bachelor’s Degree or 2-4 years’ experience in telecom space, preferred.

  • Minimum of 2 years’ experience in Customer Service.

  • Proficiency with Salesforce reports and dashboards is a plus.

  • Attention to detail with strong organizational capabilities.

  • Ability to prioritize with good time management skills.

  • Excellent communication skills, both verbal and written.

  • Effective analytical, planning, problem-solving and interpersonal skills.

  • Ability to multi-task and manage competing requests in a professional manner.

  • Desire to understand processes, identify improvements, and implement change.

  • Basic understanding of telecommunications products.

  • Ability to come into the office 3 times/week (Denver or Boulder, CO).

  • Base pay range: $22.00 – $25.00/hour, commensurate with experience.

    Benefits, Rewards & Wellness

  • Excellent Health, Dental & Vision Insurance

  • Retirement 401(k) Savings Plan

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

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