Senior Customer Support Representative - phone and chat support (Rochester, NY)

Stonegate Amber Medical Group designs and makes medical devices in Rochester. We are hiring a Senior Customer Support Representative to take on phone and chat support. Documentation is part of the craft. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including production lots, on the first contact when possible. • 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. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with production lots. Working arrangement • Full-time, with a steady weekday schedule. • On site in Rochester, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.