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. 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. 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. WHAT WE’RE LOOKING FOR 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 Prior helpdesk experience in the service provider industry a plus CompTIA A+ certification or equivalent a plus 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. PILOT’S PAY & PERKS Base salary of $52,000 - $70,720 Company-sponsored Medical, Dental, Vision Coverage Company-sponsored 401(k) Commuter & Wellness Reimbursement Competitive PTO At Pilot, we believe differences make us stronger, and that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means. VISA SPONSORSHIP NOT AVAILABLE