Senior Customer Support Representative - escalations (remote)

Amberfield Clear Telecom builds and runs fibre and wireless networks in the Columbus area, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 11 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. 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 billing accounts. Working arrangement • Part-time, about 20 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Columbus. • We will tell you what to expect at each step of the hiring process.