Senior Customer Support Representative - escalations (remote)

Ironwood Forge Arts Center Group is looking for a Senior Customer Support Representative. The job centres on escalations for ticketing, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including ticketing, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with ticketing. Working arrangement • Contract for four months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Albuquerque. • We reply to every applicant.