Customer Support Representative - escalations (remote)

We are growing our team at Summit West Telecom Group 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 billing accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with billing accounts. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Albuquerque. • We reply to every applicant.