Senior Customer Support Representative - escalations (Indianapolis, IN)

Northwind Hollow Telecom provides broadband and phone service around Indianapolis. We are hiring a Senior Customer Support Representative to take on escalations. We invest in training. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Indianapolis, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.