Customer Support Representative - phone and chat support (Baltimore, MD)

Nova West Telecom provides broadband and phone service around Baltimore, and we need a Customer Support Representative to lead our phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including outage reports, on the first contact when possible. • 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. 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 • Contract for six months, with the possibility of becoming permanent. • On site in Baltimore. • We reply to every applicant.