Zayo Group · 2 weeks ago
Senior Tier II Customer Support Coordinator
United States
Full-time
Remote
Senior Level
$21/hr - $25/hr
2+ years expZayo Group is a leading provider of mission-critical bandwidth to impactful companies, and they are seeking a Senior Tier II Customer Support Coordinator to manage complex customer support requests and escalations. This role will serve as a subject matter expert, partnering with various teams to resolve customer issues while ensuring a high level of customer experience.
Telecom & CommunicationsAppsInternetMobileTelecommunications
No H1B
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
Qualification
Required
High School Diploma or GED required
Minimum of two (2) years of customer service or customer support experience required
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
Preferred
Bachelor's Degree or 2–4 years of experience within the telecommunications industry
Experience supporting telecommunications products, carrier services, billing operations, or service delivery functions
Proficiency with Salesforce, including reporting and dashboard functionality
Benefits
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.
Health insurance
Life insurance
Disability retirement plans
Paid time off
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
Company
Zayo Group
For more than 18 years, Zayo Group of companies has helped the world’s most ambitious organizations build the infrastructure behind what’s next.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$7.36BKey Investors
U.S. Department of LaborNational Telecommunications and Information AdministrationMorgan Stanley
2026-04-24Debt Financing· $2.37B
2025-09-22Debt Financing· $846.2M
2025-05-01Debt Financing· $1.53B
Leadership Team
Steve Smith
CEO
Jeff Noto
Chief Financial Officer
Recent News
2026-08-07
thecanadianpressnews.ca
2026-07-25
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2026-07-15
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