Customer Support Representative - escalations (Madison, WI)

We are growing our team at Bright Telecom and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people based in Madison. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including service installations, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with service installations. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • On site in Madison. • Applications are reviewed on a rolling basis.