Customer Support Representative - phone and chat support (remote)

Ironwood Systems is looking for a Customer Support Representative. The job centres on phone and chat support for budget submissions, and it would suit someone who likes steady, practical work. Public service means patience, paperwork and pride in the outcome. What you will do • Resolve billing and account issues, including budget submissions, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 • Bilingual English and Spanish. • Experience with budget submissions. Working arrangement • Part-time, about 24 hours a week, afternoons. • Fully remote, with an occasional day on site in Rochester. • We will tell you what to expect at each step of the hiring process.