Oh Snap!
This job is no longer active - but you can still view the details below.

Technical Support Representative (Overnight)

| Greater Denver Area

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description

The Technical Support Representative is responsible for an overall focus on positive proactive end-user customer service and customer experience through phone, email, and our internal case management systems. This position will work overnight hours up to a maximum of 40 hours per week.

Responsibilities

  • Answer customer phone calls and emails from clients requesting assistance.
  • Monitor and respond to tickets, monitoring alerts, and general inquiries from internal and external customers with the ability to assess situations and escalate properly, following internal procedures.
  • Troubleshoot technical issues in a fast-paced data center environment such as basic networking and DNS.
  • Work within a team of Service Desk Technicians to effectively and efficiently resolve customer issues.
  • Communicate with shift replacement personnel on any and all outstanding and escalated issues.
  • Create detailed documentation of the technical troubleshooting and issue resolution within the Salesforce ticketing system.
  • As a trusted advisor, create and maintain effective customer relationships – with customer satisfaction as the ultimate goal.
  • Resolve operational issues with customers with strict adherence to the company’s Service Level Objectives.
  • Ability to adhere to and enforce established company security standards.
  • Maintain the technical/physical integrity of customer solutions.
  • Work with management to establish or revise procedures and processes as necessary.
  • Maintain an effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open.
  • Maintain a working knowledge of all products, processes, and systems.
  • Perform other duties as assigned.
  • This position requires shift work.

Qualifications

  • The Technical Support Team provides 24x7x365 support to Zayo's customers. This position will work overnight hours which may include nights, weekends, and/or holidays as shift rotations require.
  • High School Diploma ​or equivalent
  • Previous NOC/SOC/IOC experience and/or data center experience preferred.
  • Excellent verbal and written communication skills.
  • Outstanding customer service skills.
  • Strong troubleshooting and quality assurance skills.
  • Excellent written and verbal communication skills.
  • Must have the ability to grasp new technical information quickly.
  • Ability to handle multiple tasks and work well in an intense environment.
  • Must be able to work closely and effectively with others in a team-oriented environment.
  • Demonstrated customer service and team interaction skills are required.
  • Must be self-motivated and results driven.
  • Candidates must have reliable transportation.

Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave
Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
More Jobs at Zayo85 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Finance
new
Denver
Developer
new
Boulder
Operations
new
Denver
Project Mgmt
new
Denver
Operations
new
Denver
Operations
new
Denver
Developer
new
Denver
Operations
new
Denver
Project Mgmt
new
Boulder
Finance
new
Boulder
Operations
new
Boulder
Project Mgmt
new
Boulder
Operations
new
Boulder
Finance
new
Boulder
Finance
new
Boulder
Finance
new
Boulder
Finance
new
Boulder
Data + Analytics
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Sales
new
Boulder
Sales
new
Boulder
Sales
new
Boulder
Sales
new
Boulder
Marketing
new
Boulder
Data + Analytics
new
Boulder
Design + UX
new
Boulder
Sales
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Developer
new
Boulder
Operations
new
Boulder
Project Mgmt
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Developer
new
Boulder
Sales
new
Boulder
HR
new
Boulder
Sales
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Developer
new
Boulder
Developer
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Operations
new
Boulder
Sales
new
Boulder
Operations
new
Boulder
Sales
new
Boulder
Finance
new
Denver
Product
new
Denver
Finance
new
Denver
Finance
new
Denver
Finance
new
Denver
Marketing
new
Denver
Design + UX
new
Denver
Marketing
new
Denver
Project Mgmt
new
Denver
Project Mgmt
new
Boulder
Finance
new
Denver
Operations
new
Boulder
Product
new
Denver
Operations
new
Boulder
Finance
new
Boulder
Operations
new
Boulder
Data + Analytics
new
Denver
Data + Analytics
new
Boulder
Project Mgmt
new
Denver