Customer Support Representative - escalations (remote)

Fernwood Union Inspection Services is an inspection company in San Jose with field technicians and lab staff, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 15 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including client sites, 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 • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with client sites. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in San Jose. • We will tell you what to expect at each step of the hiring process.