Senior Customer Support Analyst

Zayo Group

Customer Support Analyst providing timely network monitoring and issue resolution for Zayo. Engaging vendors and managing resources while delivering support for voice services.

Posted 4/22/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $32 - $33 per hourWebsite

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified.
Equipment being monitored includes Cisco routers, Brocade switches, AeroHive /Juniper Mist access points and switches, and Data Center components.
Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved.
Acts as the initial point of triage and escalates events accordingly.
Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers.
Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely.
Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency.
Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts.
Manages and correctly processes all inbound emails from vendors, customers, and internal sources.
Provides inbound support for Zayo voice services through all available inbound support channels.
Other duties as assigned.

Requirements

What you’ll need

1 - 2 years of experience in a customer service call 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 prompt 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 Zayo’s offerings to our customers.
Network related certifications such as Network +, A+ or CCENT, a plus.
Experience working with routers/switches (Cisco preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting, a plus.

Benefits

Comp & perks

Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Cisco routersBrocade switchesAeroHive access pointsJuniper Mist access pointsData Center componentsTCP/IP network protocolsLAN/WAN network troubleshootingHigh Speed circuitsticketing systemcustomer support

Soft Skills

customer servicecommunicationmulti-taskingproblem-solvingteam collaborationflexibilityurgencydedication to customer satisfactionindependent resolutionstatus updates

Certifications

Network +A+CCENT