Customer Support Representative - escalations (Miami, FL)

We are growing our team at Summit Fern Telecom and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 594 people based in Miami. What you will do • Resolve billing and account issues, including customer tickets, 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 • 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 customer tickets. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Miami. • We reply to every applicant.