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’s is seeking a Service Assurance Lead to join our Managed Services - Service Assurance Team, the first point of contact to provide technical, engineering level support for Education, Voice and Client Edge solutions. Service Assurance Leads will support Managers in providing daily oversight and leadership to analysts and engineers. Service Assurance Leads will be critical in the support of new hire onboarding, continued coaching and development and support of integration / renaissance projects and initiatives. The team resolves over 90% of all inbound customer needs during the initial
contact, leads will support coaching and development of 1st contact resolution. This team monitors a multi-state network and related services with a goal to provide 100% proactive notifications for outages that occur. Customer Service and technical excellence are required to drive key ITSM Service Management processes and KPI’s.

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.

Qualifications:

• 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.

• CCNA or CCNP certifications are desirable.

• ITIL Foundations certification preferred or to be completed upon hire.

• 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.

Base Salary Range: $66,500 - $95,000 USD/annually, 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.