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

Lumen Orchard Telecom provides broadband and phone service around Birmingham. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 136 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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. 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 • Experience with field visits. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Birmingham. • We reply to every applicant.