Senior Customer Support Representative - escalations (Des Moines, IA)

Nova Harbor Telecom is looking for a Senior Customer Support Representative. The job centres on escalations for customer tickets, and it would suit someone who likes steady, practical work. You would join a small organisation of about 17 people based in Des Moines. 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 customer tickets, 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. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with customer tickets. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Des Moines, with some flexibility after the first few months. • We reply to every applicant.