Senior Customer Support Representative - phone and chat support (remote)

Rivermark Cedar Telecom is a telecommunications provider in Boston focused on reliable home and business connections, and we need a Senior Customer Support Representative to lead our phone and chat support. 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 field visits, 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with field visits. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Boston. • We will tell you what to expect at each step of the hiring process.