Zayo Group · 22 hours ago
Service Assurance Lead
USA
Full-time
Remote
Senior Level, Lead/Staff
$66K/yr - $95K/yr
5+ years exp
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Responsibilities
Facilitation of New Hire Training / Onboarding.
Actively part of the workflow in addition to supporting training and optimal workflow / client experience.
Ensure that team processes are understood and followed this will include QA activities and ticket post mortem.
Quality Assurance including call and ticket audits with feedback to managers.
First point of contact for team questions / support during scheduled hours.
Ownership of escalations and client engagement / follow up including escalations to carrier partner managers for the Carrier Operations Team.
Manage and monitor reporting tools ensure ticket flow/movement, and appropriate resources during scheduled working hours.
Monitor the IVR / Call Queue to identify long handle times and take action to improve our response.
Special Projects to support the team - including and not limited to - New Tool Roll out and Testing, Integration activity.
Driving KPI Performance and metrics to support team.
Project Renaissance integration initiatives including:
Requirements review
User Acceptance Testing (UAT)
Creation of Documentation
Training to the team
Engagement in release management
Collection of feedback for Development and IT Teams
Manage the day-to-day department staffing to ensure coverage matches the predictive model created to handle customer volumes.
Assess areas of training needs and develop training plans for individuals or the entire team. Customize training to each individual to ensure each person provides high value and timely support that will positively impact a customer.
Develop and maintain cross-departmental relationships with peers and other leaders throughout ENA. Work with product managers to obtain details around existing and upcoming product features that will be supported by the Managed Services - Service Assurance Team.
Using KPI’s, monitor team performance and create procedures and establish new processes that drive improvement of all team functions, especially regarding Zayo highly valued, proactive network monitoring and customer notification. Utilize incident management disciplines to create incident escalation guidelines and notifications in partnership with the engineering teams.
Is sought out for assistance with departmental and interdepartmental issues.
Ensures team members are trained and receive development to improve the skills and knowledge.
Skilled resource on all functions and requirements of CSAs and engineers.
Qualification
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Required
Bachelor’s degree in a related field is required.
Minimum of five (5) years of customer service experience in a support center related environment associated with technology.
Ability to perform all technical functions of a CSA or engineer in terms of monitoring, resolution of client issues, managing outages and resolution of incidents.
In-depth knowledge of customer service practices and procedures.
Keen understanding of what it takes to delight customers, motivate individuals directly and to inspire individuals to work as a team.
Be an advocate for Zayo both internally and externally and facilitate positive interactions between teams.
Experience with network connectivity (High speed fiber circuits, Telephone/VoIP, Wi-Fi) with direct experience in dealing with carriers, customers, and remote operations teams is required.
The ability to quickly diagnose network operation issues using common network tools is needed. This is a hands-on position; knowledge of carrier policies and procedures is required.
Experience with working in a ticketing system and ACD operations/functionality is required.
Ability to read, analyze, and interpret general business periodicals, professional journals, blueprints, or technical procedures.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers, clients, and customers.
Ability to handle general business negotiations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
Preferred
CCNA or CCNP certifications are desirable.
ITIL Foundations certification preferred or to be completed upon hire.
Benefits
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Company
Zayo Group
For over 15 years, Zayo has been the driving force behind the world's most dynamic and forward-thinking enterprises, helping them pave the way to what's next.
1001-5000 employees
H1B Sponsorship
Zayo Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (9)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Laura Littman
Chief of Staff to the CEO
Steve Smith
CEO
Recent News
Morningstar
2024-04-19
Company data provided by crunchbase
