Customer Support Representative - billing questions (remote)

Fernwood Stone Telecom builds and runs fibre and wireless networks in the Madison area. We are hiring a Customer Support Representative to take on billing questions. You would join a small organisation of about 100 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Madison. • Applications are reviewed on a rolling basis.