Customer Support Associate

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.

About the role

We are a passionate, close-knit team dedicated to enabling extraordinary work across all industries with connectivity solutions designed with the customer in mind. Our top priority is delivering exceptional customer support and maintaining high-quality standards.

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.

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.
• 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.
• Leverage internal and external resources to solve problems.
• Prior helpdesk experience in the service provider industry a plus.
• CompTIA A+ certification or equivalent a plus.

Benefits

• Base salary of $52,000 - $70,720
• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO

Pay

Base salary of $52,000 - $70,720

Schedule

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.