Associate Customer Support Engineer

at  Zayo Group

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.
ENA by Zayo is seeking an Associate Customer Support Engineer (CSE) to be responsible for providing basic to intermediate levels of support for all products Zayo offers. The Associate CSE follows standard procedures to ensure needs are addressed uniformly on each interaction and is responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion.

Primary Responsibilities

• Provides technical support to Zayo customers, at a basic to intermediate level, through use of standardized procedures for all products that Zayo offers. Escalates incidents requiring a more advanced level of knowledge to the appropriate member of the Service Assurance team or internal engineering department.
• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive access points and switches, and Data Center components. Other equipment and services may be monitored as well.
• Informs impacted customers of events by phone or e-mail and continues to provide frequent status updates until events are resolved. Contacts underlying telecom carriers or related vendors to report service failures. Utilizes external and internal escalation paths to aggressively drive a timely resolution of a service impacting event.
• Provides inbound technical support for customers through use of Zayo’s ACD system.
• Ensures high levels of customer satisfaction by communicating with customers throughout the incident duration while managing the resolution activities. Reports all customer communication and troubleshooting in a ticketing system.
• Follows standardized documentation requirements to track and provide clear status updates to a customer’s incident within Zayo’s ticketing system, including reported symptoms and progress steps towards resolution.
• Utilizes customer ticket history to identify trends associated with frequent disruptions. Presents findings to team members and works collaboratively to find a permanent solution to prevent future impacts.
• Other duties as assigned.

Minimum Expectations of an Associate:

• Improves performance impact through growth in knowledge and expertise and through applying coaching, training and development in field of expertise
• Seeks to continuously improve personal performance in support of department goals and customer satisfaction objectives
• Impact directly supports Zayo achievement of short term and long-term success

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• 1 to 2 years’ experience in a customer service call center, general helpdesk, NOC or other technical support desk role, directly interfacing with customers through the use of phone, ticketing system, and email is required.
• Experience with managing external vendors or clients is required.
• Ability to clearly document customer interactions from case creation to resolution is required.
• Experience troubleshooting network connectivity and functionality is a plus.
• Experience with Layer 3 TCP/IP network protocols and is a plus.
• Experience with processing orders or provisioning services is a plus.
• CCENT Certification is a plus.

Must be able to demonstrate experience in one or more of the following technology offerings:

• Broadband Internet Connectivity
• Layer 2 Connectivity
• Layer 3 Routing

• Provides technical support to Zayo customers, at a basic to intermediate level, through use of standardized procedures for all products that Zayo offers. Escalates incidents requiring a more advanced level of knowledge to the appropriate member of the Service Assurance team or internal engineering department.
• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive access points and switches, and Data Center components. Other equipment and services may be monitored as well.
• Informs impacted customers of events by phone or e-mail and continues to provide frequent status updates until events are resolved. Contacts underlying telecom carriers or related vendors to report service failures. Utilizes external and internal escalation paths to aggressively drive a timely resolution of a service impacting event.
• Provides inbound technical support for customers through use of Zayo’s ACD system.
• Ensures high levels of customer satisfaction by communicating with customers throughout the incident duration while managing the resolution activities. Reports all customer communication and troubleshooting in a ticketing system.
• Follows standardized documentation requirements to track and provide clear status updates to a customer’s incident within Zayo’s ticketing system, including reported symptoms and progress steps towards resolution.
• Utilizes customer ticket history to identify trends associated with frequent disruptions. Presents findings to team members and works collaboratively to find a permanent solution to prevent future impacts.
• Other duties as assigned