Customer Support Representative - phone and chat support (remote)

We are growing our team at Ironwood Fern Telecom and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 93 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 billing accounts. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Boston. • We will tell you what to expect at each step of the hiring process.