Concierge- Customer Support
About The Position
Deliver an exceptional experience. Make a real impact. Grow with us. At Greenlight Networks, we’re not just building a network—we’re building stronger, more connected communities. Founded in 2011, Greenlight Networks designs, builds, and operates a high-speed fiber-optic network delivering internet speeds up to 8 Gigabits per second to homes and small businesses. Today, we serve more than 225,000 homes and nearly 10,000 businesses across New York, with continued expansion into Pennsylvania and Baltimore. Our mission: to connect communities with the best internet experience—giving people the freedom to work, play, and live without limits. As a Customer Support Concierge, you’ll be the voice and problem-solver our customers rely on. You’ll play a key role in delivering a best-in-class experience by helping customers navigate everything from installation to troubleshooting—making their day easier and their connection seamless. This position is located in office at our headquarters in Rochester, NY.
Requirements
- Strong PC hardware and software knowledge; home networking experience is a plus
- Excellent written and verbal communication skills with a friendly, customer-first approach
- Ability to simplify technical concepts for a non-technical audience
- Strong attention to detail and organizational skills
- Ability to work both independently and collaboratively within a team
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Curiosity and interest in learning how a fiber-optic network is designed, built, and operated
- Associate’s degree or equivalent experience preferred
- Because we operate as an essential business, flexibility is key—this role includes non-traditional hours and may require weekend shifts to support our customers
Nice To Haves
- Bilingual skills are a plus
Responsibilities
- Serve as the primary point of contact for customers, installers, and internal teams—delivering a best-in-class experience every time
- Troubleshoot connectivity and service-related issues via phone, email, and chat
- Support customers with billing questions, service inquiries, and inbound sales needs
- Communicate technical information in a clear, concise, and approachable way
- Accurately document all customer interactions and resolutions
- Manage multiple priorities in a fast-paced, team-driven environment
- Collaborate across teams and step in to support additional responsibilities as needed
Benefits
- More information on offered benefits, which include health, welfare, and retirement, are available at www.greenlightnetworks.com/careers/
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
