Customer Support Representative - escalations (Austin, TX)

Fernwood Ember Press Group is looking for a Customer Support Representative. The job centres on escalations for print quotes, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including print quotes, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with print quotes. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Austin. • We reply to every applicant.