Customer Support Representative - phone and chat support (Knoxville, TN)

Lumen Lakeside Telecom provides broadband and phone service around Knoxville, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 166 people based in Knoxville. What you will do • Escalate complex cases with all details attached. • 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. 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 outage reports. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Knoxville, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.