Customer Support Representative - escalations (Pittsburgh, PA)

Northwind Keystone Legal Group is a law firm in Pittsburgh serving businesses and individuals, and we need a Customer Support Representative to lead our escalations. People here care about clients, not just cases. 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 intake forms, 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 • 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 intake forms. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Pittsburgh, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.