Customer Support Representative - escalations (remote)

Westbrook Hollow Telecom is a telecommunications provider in Hartford focused on reliable home and business connections. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • 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 • 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 outage reports. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Hartford. • We will tell you what to expect at each step of the hiring process.