Senior Customer Support Representative - escalations (remote)

Silverline Keystone 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. Technicians and office staff share information daily. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer tickets, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with customer tickets. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Kansas City. • Applications are reviewed on a rolling basis.