Portal Control Specialist

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 is seeking a Portal Control Specialist to be responsible for processing incoming and pending quote requests via our digital pricing engine, Tranzact. The Portal Control Specialist will resolve quoting errors and work with the appropriate internal team to ensure pricing is accurately provided within the expected SLA. The Portal Control Specialist will also be responsible for providing valuable input around automation, reporting any outstanding issues or bugs to the responsible party, and advocating for the sustainability and growth of the platform.

Responsibilities:

• Manage Case and Quote queues while meeting defined SLA.

• Understand and solve Tranzact error codes as they pertain to the digital quoting process.

• Create single or bulk quotes for internal and external customers.

• Act as liaison between quality assurance teams, customers, and sales associates in regard to digital quote support.

• Create tasks for product, solution engineers, OSP, FE, and sales teams when needed.

• Review on network vs off-network buildings and locations as they pertain to digital quoting.

• Create Cost Estimate Trackers in relation to digital quoting.

• Set appropriate status and sub-status of quotes.

• Troubleshoot order/opp creation from Tranzact when engaged by internal teams.

• Assist internal and external customers with any quoting questions or concerns.

• Provide support to Konecta team when needed.

• Review public quoting and report new leads to sales teams.

• Has knowledge and understands the different products provided by Zayo.

• Works under general supervision and manages own workload.

• Has direct impact on both sales and customer satisfaction.

• Frequent internal contact with internal employees and other department.

Qualifications:

• Bachelor’s degree or minimum of four (4) years of experience in the relative field is required.

• Minimum of three (3) years of experience in Customer Service or Sales Support experience demonstrating the ability to resolve issues and to effectively interface with internal teams while researching an issue is required.

• Experience in the Telecom industry is preferred.

• Strong computer skills including proficiency with Microsoft Office and database software and concepts, familiarity with data management is required.

• Demonstrated ability to use multiple database systems.

• Active listening and the ability to communicate effectively and professionally via phone, electronic media, and face to face interactions.

• Ability to collaborate effectively with a large number of business units to ensure successful customer installations.

• Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, technical, or schedule form, and quickly adapt to new products, processes, and technologies.

• Strong problem solving skills. 

• Strong research skills; persists beyond initial sources to find accurate and comprehensive information.

• Effective verbal and written communication skills sufficient to manage difficult interactions and facilitate conflict resolution. Negotiate resolutions and know when to enlist support and assistance from others.

• Ability to work independently or on a team, support team objectives, take initiative and promote a positive team spirit.

• Requires an individual who is detail oriented with superb organizational skills and the ability to prioritize. Monitors and checks own work for accuracy and quality.

• Requires an ability to be flexible and adaptable with work schedule and demands to meet strict deadlines under no or minimal supervision. 

Estimated Base Salary Range: $56,300 - $75,050 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill 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, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• 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.