Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Ironwood Junction Markets Group and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of about 526 people based in San Jose. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 store inventory, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with store inventory. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in San Jose, with some flexibility after the first few months. • We reply to every applicant.