Service Orchestration NCC Tier I Technician

1 month ago

Tulsa, United States Zayo Group Full time

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 Service Orchestration NCC Tier I Technician to be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of products and services offered by Zayo.

**This position requires shift work, 24x7x365 - shifts and days availability may vary

Responsibilities:

  • Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner

  • Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.

  • Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency.

  • Escalate/Assign tickets to appropriate teams, leads and managers.

  • Perform direct communications to customers for updates as necessary.

  • Resolve customer inquiries, if possible, by utilizing documented processes.

  • Professionally manage difficult and/or emotional customer situations.


Qualifications:

  • High School Diploma required

  • Minimum of two (2) years of customer service experience (NOC environment is preferred.)

  • Ability to navigate multiple computer systems/applications simultaneously.

  • Knowledgeable with G-Suite applications.

  • Excellent written and verbal communication skills.

  • Detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.

  • Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.

  • Ability to work in a fast paced environment.

  • Active Listening.

  • Data Entry Skills.

  • Attention to detail.

  • Good Time management Skills.

  • Salesforce experience is a plus.

Base Pay Range: $21.59 - $28.77 USD/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

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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