NOC Lead
About the company
Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit. We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.
About the role
The NOC Lead is a support position within a 24/7/365 Contact Center. The primary function of this role is to provide day-to-day support for the NOC Department. The Team Lead helps ensure all tasks assigned to team members are completed in a timely, accurate, customer-focused manner, thus ensuring a high level of customer satisfaction with Support Services. This role involves direct communication with customers as well as various colleagues and departments to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to cultivate a thorough understanding of all facets of customer support and responsibilities while working alongside supervisors and managers to uphold/enforce departmental policies and procedures.
Location: Los Angeles, CA or Chicago, IL. Reports to: NOC Supervisor.
Responsibilities
- Demonstrate an obsession for and visibly pursue excellent customer service
- Ensure timely communication and resolution for customer issues
- Ensure SLAs are met and all process steps are being followed
- Leverage regular reports and dashboards to ensure team members maintain or exceed established individual Key Performance Indicators (KPI's)
- Monitor team members daily work to ensure jobs are completely timely and accurately
- Serve as an escal