Customer Support Representative - escalations (remote)

Lumen Maple Press Group produces print and digital publications in Hartford. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 17 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • 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 paper stock, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with paper stock. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Hartford. • We reply to every applicant.