Customer Support Representative - escalations (remote)

Amberfield Clear Telecom builds and runs fibre and wireless networks in the Austin area. We are hiring a Customer Support Representative to take on escalations. Technicians and office staff share information daily. What you will do • Resolve billing and account issues, including outage reports, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Part-time, about 28 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Austin. • We reply to every applicant.