Customer Support Representative - new-customer onboarding (remote)

Fernwood Summit Medical designs and makes medical devices in Miami, and we need a Customer Support Representative to lead our new-customer onboarding. Engineers and clinicians sit at the same table. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including complaint handling, on the first contact when possible. • 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 • 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 • Part-time, about 16 hours a week, afternoons. • Fully remote, with quarterly visits in Miami. • We will tell you what to expect at each step of the hiring process.