Customer Support Representative - escalations (Buffalo, NY)

Redstone Mill Telecom builds and runs fibre and wireless networks in the Buffalo area, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Buffalo. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including outage reports, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with outage reports. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Buffalo. • We will tell you what to expect at each step of the hiring process.