Senior Customer Support Representative - phone and chat support (remote)

Ironwood Loom Medical designs and makes medical devices in Reno. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Resolve billing and account issues, including complaint handling, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with complaint handling. Working arrangement • Contract for four months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in Reno. • We will tell you what to expect at each step of the hiring process.