Senior Customer Support Representative - escalations (remote)

We are growing our team at Ironwood Ivory Telecom and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with customer tickets. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Boise. • Applications are reviewed on a rolling basis.