Senior Customer Support Representative - escalations (Cleveland, OH)

Highbridge Telecom is a telecommunications provider in Cleveland focused on reliable home and business connections. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with customer tickets. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Cleveland. • We will tell you what to expect at each step of the hiring process.