Customer Support Representative - phone and chat support (remote)

Northwind Hollow Telecom provides broadband and phone service around Virginia Beach, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 35 people, working mostly from home. 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. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • 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 outage reports. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, afternoons. • Fully remote, with an occasional day on site in Virginia Beach. • We will tell you what to expect at each step of the hiring process.