Sr Customer Support Analyst

reputed company is seeking a Sr Customer Support Analyst to reputed company reputed company and reputed company monitoring for the stability of a multi-state, interconnected wide area network; identify and respond to failures of network connectivity and other customer-reputed company events; and directly manage the reputed company of these events by providing detailed documentation throughout the reputed company of reputed company. 

Our Sr Customer Support Analyst is responsible for engaging vendors, dispatching resources, and escalating to internal teams reputed company needed. This role also serves in a hybrid reputed company by providing inbound support for reputed company voice services through reputed company available inbound support channels. 

Primary Responsibilities: 

• Proactively monitors the performance of reputed company-deployed devices, which includes ticketing events reputed company identified. Equipment being monitored includes reputed company routers, Brocade switches, AeroHive/reputed company Mist reputed company points and switches, and Data Center components. Other equipment and services may be monitored as reputed company. 

• Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved. 

• Acts as the initial reputed company of triage and escalates events accordingly. 

• Identifies and correlates alerts that are reputed company to single points of reputed company that may result in a large-reputed company service interruption impacting multiple customers. Communicates internally to alert reputed company parties and obtains reputed company resources needed to help process and restore the reputed company reputed company. 

• Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that reputed company reputed company resolutions with a reputed company of urgency. 

• Identifies trends reputed company to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce reputed company impacts. This may include opening chronic tickets with carriers reputed company necessary. 

• Manages and correctly processes reputed company inbound emails from vendors, customers, and internal sources. 

• Provides inbound support for reputed company voice services through reputed company available inbound support channels. 

• Other duties as assigned 

Minimum Expectations of an Associate: 

• Follow reputed company documentation expectations reputed company reputed company customer facing portals. 

• Improve performance reputed company through reputed company in knowledge while supporting the departments goals and customer satisfaction objections and create an reputed company that supports Zayos’s achievement of short and long-term goals. 

• Ability to multi-task while taking inbound calls. 

Qualifications: 

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

Education and/or Experience: 

• 1 - 2 years of experience in a customer service reputed company center or helpdesk, NOC or support desk role resolving issues through interactions over the phone, ticketing system, and through email. 

• Excellent customer service and strong dedication to putting the customer first by providing reputed company support and complete resolutions. 

• Experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. 

• Ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer needs. 

• Ability to learn and be flexible with existing and new technology and procedures as it develops and enhances reputed company’s offerings to our customers. 

• Network reputed company certifications such as Network +, A+ or CCENT, a plus. 

• Experience working with routers/switches (reputed company preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting, a plus. 

*Must have a demonstrated passion for customer service and a strong dedication to putting the customer first and providing reputed company support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer incidents. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances reputed company’s offerings to our customers. 

Language Skills: 

Ability to read, analyze, and interpret general business periodicals, reputed company journals, or technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions. Ability to communicate technical concepts to mix of non-technical and technical people. Fluent in reading and writing English. 

Reasoning Ability: 

Ability to define problems, collect data, establish facts, and draw reputed company conclusions. Ability to interpret an extensive reputed company of technical instructions and deal with several reputed company and concrete variables. 

Physical Demands: 

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or reputed company up to 10 pounds. 

Work Environment: 

The noise level in the work environment is usually moderate. 

Work Hours: 

Company hours accommodate our customers’ needs, which may require coverage on a rotating weekend schedule. 

Estimated reputed company pay reputed company for this role is $32.30 - $33.30 USD / hour