Senior Customer Support Representative - escalations (remote)

Redstone Forge Telecom Group builds and runs fibre and wireless networks in the Las Vegas area. We are hiring a Senior Customer Support Representative to take on escalations. We invest in training. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including outage reports, on the first contact when possible. 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 outage reports. Working arrangement • Part-time, about 28 hours a week, mornings. • Fully remote, with an occasional day on site in Las Vegas. • Applications are reviewed on a rolling basis.