Customer Support Representative - escalations (remote)

Fernwood Fox Medical is looking for a Customer Support Representative. The job centres on escalations for complaint handling, and it would suit someone who likes steady, practical work. Engineers and clinicians sit at the same table. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including complaint handling, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with complaint handling. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Louisville. • Applications are reviewed on a rolling basis.