Customer Support Representative - escalations (remote)

Silverline Beacon Press Group produces print and digital publications in Providence. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. 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. • Resolve billing and account issues, including print quotes, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with print quotes. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • Remote-friendly, with a monthly team day in Providence. • We will tell you what to expect at each step of the hiring process.