Customer Support Representative - escalations (Fort Worth, TX)

Ironwood Vista Medical Group builds devices used by hospitals and clinics, with its team based in Fort Worth, and we need a Customer Support Representative to lead our escalations. 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. • Resolve billing and account issues, including device records, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with device records. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Fort Worth, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.