Senior Customer Support Representative - escalations (remote)

Northwind Ember Medical is looking for a Senior Customer Support Representative. The job centres on escalations for production lots, and it would suit someone who likes steady, practical work. Engineers and clinicians sit at the same table. What you will do • 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. • Resolve billing and account issues, including production lots, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with production lots. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, afternoons. • Fully remote, with quarterly visits in Memphis. • Applications are reviewed on a rolling basis.