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

We are growing our team at Fernwood Cedar Telecom and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 37 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including network equipment, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with network equipment. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with an occasional day on site in Nashville. • We reply to every applicant.