Customer Support Representative - escalations (remote)

We are growing our team at Rivermark Rowan Telecom and adding a Customer Support Representative whose main responsibility will be escalations. Technicians and office staff share information daily. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer tickets, on the first contact when possible. 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 customer tickets. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Miami. • We will tell you what to expect at each step of the hiring process.