Customer Support Representative - escalations (remote)

Northwind Granite Manufacturing makes precision components in Reno. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 643 people, working mostly from home. What you will do • Resolve billing and account issues, including tooling, 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. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with tooling. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Reno. • We will tell you what to expect at each step of the hiring process.