Customer Support Representative - escalations (remote)

Lumen Wilder Medical is looking for a Customer Support Representative. The job centres on escalations for production lots, and it would suit someone who likes steady, practical work. You would join a small organisation of about 117 people, working mostly from home. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including production lots, on the first contact when possible. 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 production lots. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Philadelphia. • Applications are reviewed on a rolling basis.