Customer Support Representative - escalations (remote)

Rivermark Keystone Telecom provides broadband and phone service around Buffalo. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 573 people, working mostly from home. What you will do • 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. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with outage reports. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Buffalo. • We will tell you what to expect at each step of the hiring process.