Customer Support Representative - escalations (Pittsburgh, PA)

Ironwood Quill Transit Planning is looking for a Customer Support Representative. The job centres on escalations for service alerts, 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. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Escalate complex cases with all details attached. 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 service alerts. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Pittsburgh. • We will tell you what to expect at each step of the hiring process.