Customer Support Representative - escalations (Raleigh, NC)

We are growing our team at Rivermark Umber Telecom and adding a Customer Support Representative whose main responsibility will be escalations. We keep people connected and take outages personally. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including field visits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • 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 • Full-time, on a regular day shift. • On site in Raleigh, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.