Senior Customer Support Representative - escalations (remote)

Bluepeak Pike Manufacturing is looking for a Senior Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. Shifts are steady and overtime is planned. What you will do • 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. • Resolve billing and account issues, including machine downtime, 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 machine downtime. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Philadelphia. • Applications are reviewed on a rolling basis.