Customer Support Representative - new-customer onboarding (Rochester, NY)

Fernwood Cedar Telecom builds and runs fibre and wireless networks in the Rochester area, and we need a Customer Support Representative to lead our new-customer onboarding. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including field visits, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with field visits. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester. • Applications are reviewed on a rolling basis.