Customer Support Representative - escalations (remote)

Westbrook Meridian Telecom provides broadband and phone service around Knoxville, and we need a Customer Support Representative to lead our escalations. We invest in training. 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 • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Knoxville. • We will tell you what to expect at each step of the hiring process.