Customer Support Representative - escalations (remote)

Northwind Bridge Telecom provides broadband and phone service around Minneapolis, and we need a Customer Support Representative to lead our escalations. Technicians and office staff share information daily. What you will do • Resolve billing and account issues, including network equipment, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • 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 network equipment. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • Remote-friendly, with quarterly visits in Minneapolis. • We will tell you what to expect at each step of the hiring process.