Customer Support Representative - escalations (remote)

Fernwood Mill Telecom builds and runs fibre and wireless networks in the Chicago area. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 34 people, working mostly from home. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer tickets, on the first contact when possible. 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 customer tickets. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Chicago. • Applications are reviewed on a rolling basis.