Customer Support Representative - escalations (Indianapolis, IN)

Amberfield Cross Telecom Group builds and runs fibre and wireless networks in the Indianapolis area. We are hiring a Customer Support Representative to take on escalations. Technicians and office staff share information daily. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with network equipment. Working arrangement • Full-time, Monday to Friday. • On site in Indianapolis. • We will tell you what to expect at each step of the hiring process.