Customer Support Representative - escalations (remote)

Westbrook Fern Telecom builds and runs fibre and wireless networks in the Indianapolis area, and we need a Customer Support Representative to lead our escalations. We keep people connected and take outages personally. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Indianapolis. • We will tell you what to expect at each step of the hiring process.