Concierge- Customer Support

DescriptionDeliver an exceptional experience. Make a real impact. Grow with us.At Greenlight Networks, we’re not just building a network—we’re building stronger, more connected communities. Founded in 2011, Greenlight Networks designs, builds, and operates a high-speed fiber-optic network delivering internet speeds up to 8 Gigabits per second to homes and small businesses. Today, we serve more than 225,000 homes and nearly 10,000 businesses across New York, with continued expansion into Pennsylvania and Baltimore.Our mission: to connect communities with the best internet experience—giving people the freedom to work, play, and live without limits.As a Customer Support Concierge, you’ll be the voice and problem-solver our customers rely on. You’ll play a key role in delivering a best-in-class experience by helping customers navigate everything from installation to troubleshooting—making their day easier and their connection seamless. This position is located in office at our headquarters in Rochester, NY.Essential FunctionsServe as the primary point of contact for customers, installers, and internal teams—delivering a best-in-class experience every timeTroubleshoot connectivity and service-related issues via phone, email, and chatSupport customers with billing questions, service inquiries, and inbound sales needsCommunicate technical information in a clear, concise, and approachable wayAccurately document all customer interactions and resolutionsManage multiple priorities in a fast-paced, team-driven environmentCollaborate across teams and step in to support additional responsibilities as neededKnowledge, Skills And AbilitiesStrong PC hardware and software knowledge; home networking experience is a plusExcellent written and verbal communication skills with a friendly, customer-first approachAbility to simplify technical concepts for a non-technical audienceStrong attention to detail and organizational skillsAbility to work both independently and collaboratively within a teamProficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)Curiosity and interest in learning how a fiber-optic network is designed, built, and operatedBilingual skills are a plusEducation And ExperienceAssociate’s degree or equivalent experience preferred Because we operate as an essential business, flexibility is key—this role includes non-traditional hours and may require weekend shifts to support our customers CompensationOur job titles may span more than one career level. The pay range for this position is $19.00 - $23.00 an hour. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at www.greenlightnetworks.com/careers/.About the Organization Greenlight Networks is an ultra-high-speed, broadband service provider, offering residential and small business customers Internet speeds of up to 8 Gigabits per second. Greenlight Networks was founded in 2011 and builds, owns, and operates a fiber-optic network that provides extremely high-speed Internet connections. The company's high-speed fiber internet network is currently available to more than 225,000 homes and nearly 10,000 small businesses in 35 municipalities in the Albany, Binghamton, Buffalo, Rochester, and Hudson Valley regions of New York, with construction underway in Northeast and South-Central Pennsylvania and across the City of Baltimore.Our mission is to connect our communities by delivering the best internet experience and providing our customers the freedom to work, play, and live without limits!EOE Statement Greenlight Networks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Greenlight Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Greenlight Networks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Greenlight Networks will not tolerate discrimination or harassment based on any of these characteristics. Greenlight Networks encourages applicants of all ages.