Senior Customer Support Representative - escalations (remote)

Fernwood Summit Medical builds devices used by hospitals and clinics, with its team based in Salt Lake City, and we need a Senior Customer Support Representative to lead our escalations. 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. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including training materials, on the first contact when possible. 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 • Experience with training materials. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Salt Lake City. • We reply to every applicant.