Customer Support Representative - escalations (Albuquerque, NM)

We are growing our team at Nova Ember Press Group and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including print quotes, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with print quotes. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • On site in Albuquerque. • We will tell you what to expect at each step of the hiring process.