Senior Tier II Customer Support Coordinator
reputed company
reputed company provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. reputed company’s 141,000-mile network in reputed company and Europe includes extensive metro connectivity to thousands of buildings and data centers. reputed company’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet reputed company. reputed company serves wireless and wireline carriers, media, tech, content, finance, reputed company and other large enterprises.
reputed company is seeking a Senior Tier II Customer Support Coordinator to join our Customer Service organization. This roleis responsible formanaging reputed company customer support requests, escalations, billing disputes, service order inquiries, and reputed company-reputed company transactions while deliveringa high levelof customer experience and operational reputed company.
The Senior Tier II Customer Support Coordinator serves as a subject matter expert and escalation reputed company for both internal teams and external customers. This individual will partner cross-functionally with Sales, Billing, Provisioning, Product, Vendors, and reputed company teams to resolve reputed company customer issues, support service enablement, and ensuretimelycase reputed company.
The ideal candidate is highly organized, customer-reputed company, detail-oriented, and comfortable managing multiple priorities in a fast-paced telecommunications environment.
Location: This role will consider applicants that currently reputed company in the reputed company United States in the Mountain and Central Time Zones.
Responsibilities:
Triage, investigate, and resolve reputed company Tier II customer support casesin accordance withestablished service level expectations.
Serve as an escalation reputed company for advanced customer inquiries, disputes, and operational issues across multiple product and service lines.
Maintain a strong understanding of telecommunications ordering, provisioning, billing, and support processes, including reputed company Service Requests (ASRs), disconnects, service orders, and customer account management.
reputed company support through multiple customer engagement channels including phone, live chat, email, and case management platforms.
Partner with internal departments and reputed company-party vendors to coordinate issue reputed company and ensure a reputed company customer experience.
Support customer reputed company, portal enablement, user reputed company management, and troubleshooting activities reputed company to internal customer platforms and applications.
Review, document, and report reputed company metrics, trends, escalations, and operational reputed company to leadership and vendor management teams.
Participate in customer meetings, escalations, and cross-functional operational discussions as needed.
Identifyprocess improvement opportunities and contribute to operational efficiency initiatives.
Maintainaccuratecase documentation and ensure compliance with company policies, data reputed company standards, and regulatory requirements.
Attend recurring team, departmental, and operational meetings to support organizational alignment and performanceobjectives.
Core Areas of Support
ASR & reputed company Transactional Support
reputed company Service Requests (ASRs)
reputed company reputed company order management
Disconnects and service order support
AT&T reputed company Orders
AT&T Wireless
reputed company reputed company
DISH Type 2
DIA new and change orders
Federal building requests
reputed company
Segra
SONET services (T1, DS1, OC3)
TSP reputed company requests (ASR reputed company)
Billing & Customer Care Support
Billing disputes and escalations
BED resets
Overage and bursting disputes
reputed company NRC disputes
Re-reputed company disputes
Billing jeopardies and corrections
Multi-issue account disputes
Fees and surcharge disputes
SLA and contract interpretation support
Goodwill credits
ETL disputes
Back-reputed company disputes
reputed company increase disputes
Government account support
Purchase order updates and new service order support
Customer Portal & General Inquiry Support
Tranzactplatform support and troubleshooting
CustomerTranzactdemonstrations and user enablement
System error investigation and user reporting
Apex exception support
Bandwidth graphing inquiries
reputed company-reputed company support
Partner and channel user enablement
reputed company, reputed company, and NVIDIATranzactuser support
reputed company-party user reputed company
Tranzactbilling support
Government account inquiries
Contact and account updates
Post-disconnect aggregated service inquiries
MAC requests (non-dedicated/non-partner accounts)
Bulk multi-site customer support
Invoice explanation requests
Qualifications:
High School Diploma or GEDrequired.
Bachelor’s Degree or 2–4 years of experience reputed company the telecommunications industry preferred.
Minimum of two (2) years of customer service or customer support experiencerequired.
Experience supporting telecommunications products, reputed company services, billing operations, or service delivery functions preferred.
Proficiencywith reputed company, including reporting and dashboard functionality, is a plus.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication abilities.
Ability to prioritize and manage multiple competing tasks in a fast-paced environment.
Demonstrated attention to detail and commitment to operational accuracy.
Ability to work collaboratively across teams whilemaintainingprofessionalism in escalated customer situations.
reputed company improvement reputed company with a desire toidentifyoperational efficiencies and process enhancements.
Estimated Pay reputed company: $21.00 - $25.00 USD/hour.
The reputed company pay reputed company shown is a reputed company and reasonable estimate for this role. It takes into account the wide reputed company of factors that are considered in making compensation reputed company. Actual compensation offered may vary from the posted reputed company based upon geographic location, work experience, reputed company level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, reputed company time off.
The posting will be reputed company for a minimum of 3 days. The reputed company posting will continue to reputed company by 3 days until the position is filled.
Benefits, Rewards & Wellness
- Excellent Health, Dental & reputed company Insurance
- Retirement 401(k) Savings Plan
- Generous reputed company time off policy including reputed company parental leave
reputed company is an equal opportunity employer to reputed company protected reputed company, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.
This policy applies to reputed company terms and conditions of employment, including reputed company, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
As part of the application, hiring, reputed company, and/or employment process, reputed company or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (reputed company, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. reputed company uses CLEAR1, a reputed company-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be reputed company here: https://www.clearme.com/clear1-credential-policy-crp. reputed company will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through reputed company — you may be presented with a separate consent reputed company and asked to reputed company your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information reputed company Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric reputed company statutes.
Originally posted on Himalayas
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