Customer Service Representative I - Remote

Position Overview

This is a remote opportunity ideal for candidates residing in or near the Pacific Standard Time zone, as the role involves primarily working west coast business hours. The Customer Service Representative will provide direct support to users of Cocoon software, responding to inquiries and resolving issues through email and scheduled calls. This role operates within a structured tiered software support system and involves the daily handling of a mixed workload comprising email tickets and customer phone or Zoom calls.

Key Responsibilities

• Respond promptly and empathetically to inbound customer support requests via email and scheduled calls.
• Manage an average daily volume of approximately 30 to 45 email tickets and 5 to 10 customer calls.
• Utilize support tools such as Front for email, Calendly for scheduling, and Zoom for live calls to deliver effective user assistance.
• Operate effectively within a tiered customer support framework to escalate issues as necessary.

Required Qualifications and Skills

• Prior experience in customer support or customer service, preferably within the software industry.
• Excellent written communication skills to handle email-based inquiries clearly and professionally.
• Comfort with conducting customer interactions via phone and Zoom calls.
• Ability to manage workload effectively within core support hours, 9 AM to 6 PM Pacific Time.
• Familiarity with software support tools including Front, Calendly, and Zoom.
• Strong interpersonal skills, demonstrating empathy and maintaining a positive demeanor with users.
• Eagerness to learn and grow within a fast-paced, customer-facing software environment, suitable for early-career candidates or those with up to two years of experience.