Customer Support Representative - escalations (remote)

We are growing our team at Bright Hollow 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 • 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with field visits. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Rochester. • Applications are reviewed on a rolling basis.