Customer Success Representative

About Us
Planet Networks is filled with humble, life-long learners who are eager to help one another, and the company succeed. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.
We are looking for a Customer Success Representative to support Planet Network’s expanding operations. You will be the first voice our customers hear and the person who keeps their service moving — answering technical and billing questions, provisioning equipment, assisting with installation scheduling and dispatch, and making sure every request gets resolved or handed to the right person quickly.
What You’ll Do
Customer Support
Answer inbound calls covering technical troubleshooting, service availability, and billing questions
Manage an email and ticket queue, responding promptly and following each issue through to resolution
Handle business customer requests with urgency, keeping the customer informed at every step
Assist with billing and account questions — explaining invoices and charges, taking payments, updating account and contact information, and processing service changes
Document every interaction accurately so the next person picking up the ticket has full context
Technical Support & Provisioning
Provision fiber modems and set up customer equipment for new installs, upgrades, and replacements
Troubleshoot internet connectivity and Wi-Fi issues — slow speeds, dropped connections, weak coverage
Help customers get their devices connected and working: smart TVs, streaming devices, phones, tablets, printers, and computers
Assist with email setup and troubleshooting on both computers and mobile devices
Walk customers through each step over the phone in plain, non-technical language, at whatever pace they need
Recognize when an issue is beyond phone support and escalate to the appropriate team or dispatch a technician without hesitation
Dispatch & Scheduling
Build efficient daily routes for install and service technicians
Schedule, reschedule, and confirm installation appointments and service calls
Adjust the day’s schedule in real time around cancellations, weather, and emergency outages
Serve as the communication link between field technicians and customers
Orders & Service Requests
Take new service orders by phone and assist customers placing orders through our website
Verify serviceability and explain plan options, pricing, and installation timelines
Coordinate handoff from order to installation so nothing stalls between the two
Who You Are
A clear, patient communicator who can explain technical concepts to non-technical customers
Comfortable asking for help and escalating early — you would rather raise a hand than let a customer wait
Organized and calm juggling a phone queue, an inbox, and a dispatch board at the same time
Strong attention to detail, especially with account records, service addresses, and equipment serial numbers
Self-motivated and able to prioritize independently in a fast-moving day
1–3 years in customer service, help desk, or dispatch preferred; ISP, telecom, or utility experience is a strong plus
Working comfort with computers and basic networking concepts (IP addresses, Wi-Fi, routers, modems); willingness to learn the rest on the job
Nice to Have
Experience in an IT support or help desk role preferred
Experience with fiber networking or ONT/ONU provisioning is a plus
Familiarity with CRM, ticketing, or field service management platforms
Comfortable reading network maps to trace fiber paths onto a customer’s property or gauge how far a buildout reaches
Benefits & Compensation
Competitive hourly pay
Annual bonuses with opportunity to earn equity
Health Insurance: Medical, Dental, Vision, and Life Insurance
Retirement Savings Plan (401K) with company match
Paid Holidays & Vacation (PTO)
Job Type: Full-time, hourly
Work Location: In person
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.

Employment type
Full-Time

Work arrangement
No