Senior Customer Support Representative - escalations (Austin, TX)

Silverline Rook Press is looking for a Senior Customer Support Representative. The job centres on escalations for customer orders, and it would suit someone who likes steady, practical work. Deadlines are tight and craftsmanship matters. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with customer orders. Working arrangement • Contract for four months, with the possibility of becoming permanent. • On site in Austin, with some flexibility after the first few months. • We reply to every applicant.