Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Summit Cross Civic Services Partners and adding a Customer Support Representative whose main responsibility will be escalations. Public service means patience, paperwork and pride in the outcome. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including procurement, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with procurement. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in San Jose, with some flexibility after the first few months. • We reply to every applicant.