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Requirements and responsibilities
At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:Role: Technical Customer Support SpecialistMonthly Rate: $2150Availability: Full-time - 40 hours/weekTime Zone: 9:00 AM to 5PM ESTRequirementsExperience Needed/Responsibilities:Respond to customer issues by phone, email, and ticketing system Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug Resolve Tier 1/2 issues directly when possible Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed Own the support queue in Zendesk Keep customers updated so nothing disappears into a black hole Spot repeat issues and surface them to improve the product, onboarding, and help docs Contribute to FAQs and short walkthroughsGood to have:Trades, home services, or field-service software experience ServiceTitan or similar CRMs Zendesk or similar ticketing systems GoHighLevelNon-negotiable Requirements:2+ years in SaaS customer support, product support, or technical supportComfortable troubleshooting software, account setup, permissions, integrations, and basic configuration. Technical enough to diagnose and document problems, but not expected to code Strong written and phone communicationIndustry/Tools Experience:GoHighLevelZendeskServiceTitanBenefitsWe’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨✅ Competitive Salary – We recognize your skills and experience with a great compensation package.✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.Some benefits may vary. Full details will be provided during the onboarding process.
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