Pilot Fiber
Customer Support Associate
New York, NY
No sponsorship$52k-$71kDetected 21 days ago
Project ManagementSalesforceAccountingCustomer SupportZendeskCommunicationProblem Solving
About the role
- Pilot is a modern connectivity company based in New York City.
- We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection.
- Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions.
Responsibilities
- Deliver exceptional customer support via phone and email, ensuring prompt and accurate responses that align with Pilot's high-quality and customer-centric standards.
- Serve as the first point of contact for technical inquiries, providing initial troubleshooting support and escalating complex issues to our network support team.
- Address non-technical customer issues and provide support for account changes such as upgrades, downgrades, cancellations, moves, and billing inquiries, escalating advanced issues to internal teams.
- Conduct proactive customer outreach and support ad-hoc data cleanup initiatives to enhance customer engagement and maintain the integrity of internal records.
- Understand and identify support trends; surface customer feedback cross-functionally to continuously improve our service and advocate for customer needs.
- Adhere to all external SLAs and internal SLOs for support tickets and phone calls.
Requirements
- Outstanding communication skills - written and verbal - with the ability to tailor messaging to audiences of varying backgrounds and an ability to translate complex technological concepts into clear, digestible language.
- Intermediate technical acumen and ability to grasp technical concepts quickly
- Familiarity with using helpdesk and project management tools like Zendesk, Asana, Salesforce, etc.
- Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace
- Ability to leverage internal and external resources to solve problems
Nice to have
- 1-3 years of direct, customer-facing experience (B2B a plus but not required)
- Prior helpdesk experience in the service provider industry a plus
- CompTIA A+ certification or equivalent a plus
Compensation
- Base salary of $52,000 - $70,720
Company info
- Investigate outage alerts, escalate to the appropriate technical team, and proactively send notifications to customers.
- Serve as a liaison between our customers and internal teams (Network Operations & Support, Accounting, Service Delivery, and Customer Experience), facilitating communication and ensuring timely resolutions and consistent updates every step of the way.
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This listing is sourced directly from Pilot Fiber's careers page and normalized into a canonical job model.