Customer Support Associate

Pilot Fiber•New York City, NY

22h•$52,000 - $70,720

About The Position

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind. The Pilot Support team has Customer Support Associate coverage from 7AM - 7PM to support typical customer operations. We're currently hiring for (3) Customer Support Associates, one for each of the following shifts: 7AM-4PM, 8AM-5PM, and 10AM-7PM. ON A TYPICAL DAY YOU’LL 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. 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. 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

1-3 years of direct, customer-facing experience (B2B a plus but not required)
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
Ability to grasp technical concepts to troubleshoot customer connectivity issues and assist customers with related questions.
Familiarity with using helpdesk and project management tools like Zendesk, Asana, Salesforce, etc.
Strong problem-solving skills, a curious nature, and a genuine interest in expanding technical knowledge.
Ability to manage customer interactions and escalate effectively, ensuring timely resolution and customer satisfaction
Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace
Impeccable attention to detail and ability to deliver high-quality work, ensuring accuracy and consistency
Ability to build effective relationships and collaborate across teams
Personable and relatable, with the ability to connect with customers
Ability to leverage internal and external resources to solve problems
Availability to work a standard 8-hour shift (excluding breaks) within team coverage hours of 7:00 AM – 7:00 PM, with flexibility for occasional early morning or evening hours based on business needs.

Nice To Haves

Prior helpdesk experience in the service provider industry a plus
CompTIA A+ certification or equivalent a plus

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.
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.
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.