Customer Support Representative - escalations (remote)

We are growing our team at Bright Quarry Telecom and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • 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. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with outage reports. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, afternoons. • Remote-friendly, with an occasional day on site in Jacksonville. • Applications are reviewed on a rolling basis.