Remote Billing Support Agent (ISP)

ISOFUSION INC•Columbus, IN

2d•Remote

About The Position

IsoFusion is a 35-year-old IT infrastructure company and full-service Internet Service Provider (ISP) with a rapidly expanding internet division. While headquartered in the Pacific Northwest, we provide essential connectivity and IT solutions across the West Coast and Indiana. We operate seven colocation data centers and specialize in Fiber to the Home (FTTH) solutions. We are seeking a professional, detail-oriented Remote Billing Support Agent to support our expanding residential and business client base. You will manage customer accounts, explain charges, and resolve billing discrepancies for our Fiber to the Home (FTTH) and secondary service lines. This role requires a balance of high-quality customer care and efficient financial problem-solving from your dedicated home office.

Requirements

At least 1 year of experience in billing, a call center, help desk, or technical customer service role.
Strong verbal and written communication skills; ability to remain professional and composed during complex billing disputes.
Proficiency navigating Windows, macOS, and billing/account management software.
Must have a quiet, professional home office workspace and a reliable, high-speed internet connection.
Must be available to work 9:00 AM – 6:00 PM EST, Monday–Friday.

Responsibilities

Manage initial and follow-up calls and support tickets regarding billing inquiries, invoicing issues, and service plan updates.
Securely process customer payments and resolve account discrepancies via phone or digital chat.
Take full ownership of billing disputes from first contact through resolution, ensuring all actions are thoroughly documented.
Provide clear explanations of charges for Fiber broadband, VoIP, Domain hosting, DNS, and Email services.
Maintain active communication with the distributed team via digital collaboration tools to ensure seamless service delivery.