Customer Support Representative - phone and chat support (Cleveland, OH)

Fernwood Drift Telecom is looking for a Customer Support Representative. The job centres on phone and chat support for field visits, and it would suit someone who likes steady, practical work. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including field visits, 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. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with field visits. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • On site in Cleveland, with some flexibility after the first few months. • We reply to every applicant.