Customer Support Representative - phone and chat support (remote)

We are growing our team at Silverline Thistle Press and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 73 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including print quotes, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • Experience with print quotes. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Knoxville. • We will tell you what to expect at each step of the hiring process.