Customer Support Representative - billing questions (Boston, MA)

Silverline Lakeside Telecom provides broadband and phone service around Boston, and we need a Customer Support Representative to lead our billing questions. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including network equipment, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with network equipment. Working arrangement • Full-time, with a steady weekday schedule. • On site in Boston. • We will tell you what to expect at each step of the hiring process.