Teams at Pilotfiber

Manage channel partner requests including deal registration, quotes, and service orders; coordinate with Sales Engineering, Network Engineering, Service Delivery, and Finance; maintain CRM and sales data accuracy; track partner commissions; distribute sales collateral; and represent the channel team at industry events as needed.

Manage 24/7 support operations and on-call rotations, ensure SLA/SLO adherence, lead Tier 1/2 teams, handle escalations, improve processes/documentation, collaborate with engineering and delivery teams, analyze support metrics, and implement tools and automation to enhance customer experience.

Provide phone and email customer support for business connectivity, troubleshoot and escalate technical issues, handle account and billing changes, investigate outages and notify customers, liaise across internal teams, perform proactive outreach and data cleanup, surface support trends and customer feedback, and meet SLAs/SLOs.