Customer Support Representative - escalations (Virginia Beach, VA)

We are growing our team at Amberfield Birch Telecom Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 137 people based in Virginia Beach. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including outage reports, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Full-time, with a steady weekday schedule. • On site in Virginia Beach. • We will tell you what to expect at each step of the hiring process.