Customer Support Representative - escalations (remote)

Highbridge Orchard Telecom builds and runs fibre and wireless networks in the Wichita area, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 34 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including service installations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 service installations. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Wichita. • Applications are reviewed on a rolling basis.