Customer Support Representative - escalations (remote)

Fernwood Sparrow Telecom is looking for a Customer Support Representative. The job centres on escalations for customer tickets, 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 customer tickets, 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 • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Part-time, about 24 hours a week, mornings. • Remote-friendly, with quarterly visits in Atlanta. • Applications are reviewed on a rolling basis.