Customer Support Representative - escalations (remote)

Northwind Field Press Group is looking for a Customer Support Representative. The job centres on escalations for paper stock, and it would suit someone who likes steady, practical work. Deadlines are tight and craftsmanship matters. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including paper stock, 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. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Phoenix. • We reply to every applicant.