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

We are growing our team at Rivermark West Telecom Group and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 48 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer tickets, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 customer tickets. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Jackson. • We will tell you what to expect at each step of the hiring process.