Customer Support Representative - phone and chat support (remote)

Rivermark West Telecom provides broadband and phone service around Charlotte, and we need a Customer Support Representative to lead our phone and chat support. 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including network equipment, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with network equipment. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Charlotte. • We reply to every applicant.