Senior Customer Support Representative - escalations (Rochester, NY)

Greenridge Fern Telecom is looking for a Senior Customer Support Representative. The job centres on escalations for outage reports, and it would suit someone who likes steady, practical work. You would join a large organisation of about 960 people based in Rochester. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including outage reports, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with outage reports. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Rochester. • We reply to every applicant.