Senior Customer Support Representative - escalations (San Jose, CA)

Silverline Basin Legal Group provides legal services in San Jose across employment, housing and small-business law. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including billing records, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with billing records. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in San Jose. • We will tell you what to expect at each step of the hiring process.