Customer Support Representative - phone and chat support (Austin, TX)

Ironwood Fern Civic Services supports public agencies in Austin with budgeting, records and programmes, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 17 people based in Austin. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including public records, 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. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with public records. • Bilingual English and Spanish. Working arrangement • Contract for three months, with the possibility of becoming permanent. • On site in Austin. • We reply to every applicant.