Deliver exceptional customer support via phone and email
Serve as the first point of contact for technical inquiries
Address non-technical customer issues and provide support for account changes
Investigate outage alerts and escalate to the appropriate technical team
Serve as a liaison between customers and internal teams
Conduct proactive customer outreach and support ad-hoc data cleanup initiatives
Understand and identify support trends
Adhere to all external SLAs and internal SLOs for support tickets and phone calls

1-3 years of direct, customer-facing experience (B2B a plus but not required)
Outstanding communication skills
written and verbal
Intermediate technical acumen
Familiarity with using helpdesk and project management tools like Zendesk, Asana, Salesforce, etc.
Strong problem-solving skills
Ability to prioritize, problem-solve, multitask, and work independently
Impeccable attention to detail
Personable and relatable, with the ability to connect with customers
Prior helpdesk experience in the service provider industry a plus
CompTIA A+ certification or equivalent a plus

Pilot

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