• Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets. • Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform. • Maintain accurate, timely ticket documentation in Zendesk. • Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops. • Communicate clearly and empathetically with nonprofit clients. • Build trust with clients through consistent follow-through and proactive updates on open issues. • Author and maintain internal knowledge base articles and troubleshooting guides. • Mentor junior support staff on technical troubleshooting approaches and platform knowledge.

• Provide expert-level support for SAP FICO, with strong emphasis on: Product Costing (CO-PC) • Material Ledger • Cost Center and Profit Center Accounting • CO-PA (Profitability Analysis) • Troubleshoot and resolve complex production issues, including: Month-end close and controlling processes • Costing and variance analysis • Cross-module integrations (FI, MM, SD, PS) • Perform root cause analysis in highly customized SAP environments • Support SAP Project Systems (PS), including: WBS structures • Project cost integration • Work directly with clients to: Diagnose issues • Provide clear, actionable solutions • Deliver a high-quality customer experience • Collaborate with technical teams (e.g., ABAP, integrations) to resolve defects • Develop and deliver application fixes and data corrections • Support global customers in a 24x7 support model, ensuring SLA adherence • Contribute to knowledge management, documentation, and continuous improvement initiatives

Role Description Zayo is seeking a Global Network Operations NOC I who is an entry level technician that will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of Layer 1 products and services offered by Zayo. - Respond to internal and external stakeholder inquiries through multiple channels of communication in a timely manner. - Monitor and respond to tickets, alerts, and general inquiries from internal and external customers. - Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems. - Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency. - Escalate/Assign tickets to appropriate teams, leads and managers. - Perform direct communications to customers for updates as necessary. - Resolve customer inquiries, if possible, by utilizing documented processes. - Professionally manage difficult and/or emotional customer situations. Qualifications - High School Diploma required. - Must be able to pass a background screening and CLEAR identification verification. - Zero to one (0-1) years of experience troubleshooting and maintaining SONET and DWDM networks. - Zero to one (0-1) years of customer service experience (NOC environment is preferred). - Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment preferred. - Ability to navigate multiple computer systems/applications simultaneously. - Knowledgeable with G-Suite applications. - Excellent written and verbal communication skills. - Requires an individual who is detail oriented with superb organizational skills and the ability to multitask/prioritize tasks. - Ability to work in a fast-paced environment. - Active Listening. - Data Entry Skills. - Attention to detail. - Good time management skills. - Salesforce experience is a plus. Requirements - Estimated base pay range for this role is $18.70 - $28.75 USD / hour. - The base pay range shown is a guideline and reasonable estimate for this role. - 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. Benefits - Excellent Health, Dental & Vision Insurance. - Retirement 401(k) Savings Plan. - Generous paid time off policy including paid parental leave. - This position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology. • Work closely with customers daily to understand their needs, support business change and deliver consistently high-quality customer experience. • Provide remote-based functional support & training for your specialist SAP modules. • Support client customizations, sharing implementation and best practices advice. • Develop application break fixes for critical product defects. • Create scripts to identify, analyze and correct data issues. • Manage one or more key assigned accounts as a technical/functional advisor. • Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity. • Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including sometimes evenings, weekends and holidays and monitoring email regularly outside standard business hours. • Collaborate with team members in a virtual team environment to extend field experience to different client situations. • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve client experience.