Customer Success Representative
About The Position
Want to be part of a mission to improve people's lives by providing the fastest internet on the planet? At Planet Networks, you’ll join a team at a well-capitalized technology startup with over 100 employees. We're filled with ambitious, life-long learners who are eager to help one another and the company succeed. We value what we do for our communities and hold ourselves to the highest standard as we disrupt the vast telecommunications industry. As a Customer Success Representative, you will provide technical and account related support to customers for internet services, including troubleshooting, supporting installations from the backend, taking orders, billing, and maintenance. The representative will be responsible for assisting customers with their internet service inquiries, resolving issues and ensuring customer satisfaction.
Requirements
- Availability to work non-traditional schedules, including evening shifts such as 12:00 PM–8:00 PM or 2:00 PM–10:00 PM
- Availability to work at least one weekend shift per week as part of a rotating schedule
Nice To Haves
- This role offers advancement opportunities for high performers, with paths into senior support, technical, and leadership roles as the company continues to grow.
Responsibilities
- Provide technical support to customers through various channels including phone and email.
- Troubleshoot technical issues related to internet and phone services, including connectivity issues, ONU and router configuration, as well as wireless network setups.
- Process inbound orders / sales and answer basic customer inquiries regarding service offerings.
- Process customer payments, answer invoice questions, and other account related activities.
- Escalate complex issues to senior technical support staff when necessary.
- Follow-up with customers to ensure their issues have been resolved to their satisfaction.
- Collaborate with other departments within the company to address customer issues and concerns.
- Maintain accurate records of customer interactions and service requests.
- Perform other duties as assigned by management
- Stay up to date on the latest developments and trends in the internet services industry.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
