Senior Customer Support Representative - escalations (Fort Worth, TX)

Ironwood Quill Telecom provides broadband and phone service around Fort Worth, and we need a Senior Customer Support Representative to lead our escalations. We keep people connected and take outages personally. What you will do • Share recurring problems with the team so they can be fixed. • 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 network equipment, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with network equipment. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Fort Worth. • We reply to every applicant.