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About the Role

Pilot is a modern connectivity company delivering fiber-optic internet and network services to businesses. We are a passionate team focused on enabling extraordinary work through adaptive, agile, and customer-centric connectivity solutions.

Responsibilities

• Deliver exceptional customer support via phone and email, ensuring prompt and accurate responses.
• Serve as the first point of contact for technical inquiries, providing initial troubleshooting support and escalating complex issues.
• Address non-technical customer issues and provide support for account changes, escalating advanced issues.
• Investigate outage alerts, escalate to the appropriate technical team, and proactively send notifications to customers.
• Serve as a liaison between customers and internal teams, facilitating communication and ensuring timely resolutions.
• Conduct proactive customer outreach and support ad-hoc data cleanup initiatives.
• Understand and identify support trends; surface customer feedback cross-functionally to continuously improve service.
• 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 and translate complex technological concepts.
• Intermediate technical acumen and ability to grasp technical concepts quickly.
• Ability to grasp technical concepts to troubleshoot customer connectivity issues.
• 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.
• Ability to prioritize, problem-solve, multitask, and work independently in a dynamic workplace.
• Impeccable attention to detail and ability to deliver high-quality work.
• 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 within team coverage hours of 7:00 AM – 7:00 PM, with flexibility for occasional early morning or evening hours.

Skills

• Customer Support
• Technical Troubleshooting
• Communication
• Problem-Solving
• Helpdesk Software
• Project Management Software
• Customer Relationship Management

Location

• New York City

Work Type

• Full-time

Experience Level

• 1-3 years

Salary/Compensations

• $52,000 - $70,720

Benefits

• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO

About the Company

• 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.

Equal Opportunity

• 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 does not 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.
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