Senior Customer Support Representative - escalations (San Antonio, TX)

Fernwood Bridge Telecom builds and runs fibre and wireless networks in the San Antonio area, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • 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 • Bilingual English and Spanish. • Experience with billing accounts. Working arrangement • Full-time, Monday to Friday. • On site in San Antonio. • We will tell you what to expect at each step of the hiring process.