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

Summit Birch Telecom builds and runs fibre and wireless networks in the Jackson area. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including service installations, 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. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with service installations. Working arrangement • Part-time, about 28 hours a week, afternoons. • Remote-friendly, with an occasional day on site in Jackson. • We will tell you what to expect at each step of the hiring process.