Customer Support Representative - escalations (Reno, NV)

Fernwood Cedar Telecom builds and runs fibre and wireless networks in the Reno area, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Reno. • We will tell you what to expect at each step of the hiring process.