Customer Support Representative - phone and chat support (remote)

We are growing our team at Rivermark Wren Telecom and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including outage reports, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Buffalo. • We will tell you what to expect at each step of the hiring process.