Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Silverline Kestrel Manufacturing and adding a Customer Support Representative whose main responsibility will be escalations. We value people who work safely and speak up. 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including production lines, 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 • Experience with production lines. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in San Jose, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.