Customer Support Representative - phone and chat support (San Jose, CA)

Northwind Clear Transit Planning is a transit-planning firm in San Jose working with agencies and riders, and we need a Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people based in San Jose. What you will do • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 accessibility audits. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in San Jose. • Applications are reviewed on a rolling basis.