Senior Customer Support Representative - escalations (remote)

Summit Lakeside Telecom Group provides broadband and phone service around Cincinnati. 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 • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including service installations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with service installations. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Fully remote, with an occasional day on site in Cincinnati. • We will tell you what to expect at each step of the hiring process.