Customer Success Representative

Planet Networks; Newton (NJ); On-site; USD 38,000 - 58,000; Full time

Job summary

Planet Networks is hiring a Customer Success Representative in Newton, NJ, to provide technical and account support for internet services. You will troubleshoot connectivity, assist with installations, process orders and handle billing while keeping accurate service records.

The role offers growth into senior roles and requires willingness to work non-traditional hours, including evenings and at least one weekend shift, to serve customers effectively.

Qualifications

• Ability to troubleshoot internet and billing inquiries.
• Comfort working in a fast-paced support environment.
• Excellent communication and documentation skills.

Responsibilities

• Provide technical support to customers via phone and email.
• Troubleshoot connectivity and device issues (ONU, router, wireless).
• Process inbound orders and billing questions.
• Escalate complex issues to senior staff when needed.
• Maintain accurate records of service requests and interactions.
• Collaborate with other departments to resolve customer concerns.

Skills

Technical support

Customer service

Account management

Problem solving

Tools

CRM software

Job description

About Us

Want to be part of a mission to improve people's lives by providing the fastest internet on the planet? At Planet Networks, you'll join a team at a well-capitalized technology startup with over 100 employees. We're filled with ambitious, life-long learners who are eager to help one another and the company succeed. We value what we do for our communities and hold ourselves to the highest standard as we disrupt the vast telecommunications industry.

Job description

As a Customer Success Representative, you will provide technical and account related support to customers for internet services, including troubleshooting, supporting installations from the backend, taking orders, billing, and maintenance. The representative will be responsible for assisting customers with their internet service inquiries, resolving issues and ensuring customer satisfaction.

What You’ll Do:

• Provide technical support to customers through various channels including phone and email.
• Troubleshoot technical issues related to internet and phone services, including connectivity issues, ONU and router configuration, as well as wireless network setups.
• Process inbound orders / sales and answer basic customer inquiries regarding service offerings.
• Process customer payments, answer invoice questions, and other account related activities.
• Escalate complex issues to senior technical support staff when necessary.
• Follow-up with customers to ensure their issues have been resolved to their satisfaction.
• Collaborate with other departments within the company to address customer issues and concerns.
• Maintain accurate records of customer interactions and service requests.
• Perform other duties as assigned by management
• Stay up to date on the latest developments and trends in the internet services industry.

This role offers advancement opportunities for high performers, with paths into senior support, technical, and leadership roles as the company continues to grow. Overtime opportunities may be available based on business needs and individual availability.

Requirements:

• Availability to work non-traditional schedules, including evening shifts such as 12:00 PM-8:00 PM or 2:00 PM-10:00 PM
• Availability to work at least one weekend shift per week as part of a rotating schedule

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, citizenship or immigration status, or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring an accommodation to complete the application and/or interview process should contact a management representative.