Customer Support Representative

Job Overview

This role involves delivering support to Cocoon's users remotely within the Pacific Time zone. The position operates under a contract expected to last over six months.

Key Responsibilities

• Assist users with inquiries and issues related to the product through email and scheduled phone conversations.
• Manage incoming support interactions within a tiered software support framework, ensuring prompt and empathetic assistance.
• Efficiently handle 30 to 45 email tickets and conduct 5 to 10 customer calls each day.

Requirements and Skills

• Exceptional verbal and written communication capabilities.
• Prior experience in customer support roles, ideally within SaaS environments.
• Proficiency in using Front, Calendly, and Zoom tools.
• Availability to work standard hours between 9:00 AM and 6:00 PM Pacific Time.
• Motivation to learn and adapt in a dynamic and fast-paced work setting.