Customer Support Representative - escalations (remote)

We are growing our team at Amberfield Group and adding a Customer Support Representative whose main responsibility will be escalations. We follow procedures carefully and explain them clearly. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including procurement, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with procurement. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Charleston. • Applications are reviewed on a rolling basis.