Customer Support Representative - escalations (remote)

Silverline Cobalt Medical Group builds devices used by hospitals and clinics, with its team based in Providence, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including clinical evaluations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • 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 • Bilingual English and Spanish. • Experience with clinical evaluations. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Providence. • Applications are reviewed on a rolling basis.