Customer Support Representative - escalations (Houston, TX)

Fernwood Quill Telecom is looking for a Customer Support Representative. The job centres on escalations for field visits, and it would suit someone who likes steady, practical work. Technicians and office staff share information daily. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including field visits, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • 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 field visits. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Houston, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.