Do you like getting involved in great projects, the creation of amazing apps and maybe helping a few startups get their feet off the ground?

We are an award-winning boutique digital agency based in Cyprus, creating bespoke and beautiful mobile applications with world class standards. We create apps for iPhone, iPad and Android devices with performance, quality and end-user experience in mind. We work with customers around the world to create the best and most innovative app experiences possible.

Cocoon Creations is an equal opportunity employer. Our growing team consists of people with diverse backgrounds always striving to help each other and working together to reach the best possible results. Do you want to work with the best? We’d love to hear from you!

Current Job Opportunities

Customer Support Analyst

Overview:
To receive, understand and own any incidents raised by clients. To work with the client to confirm the incident, its impact as well as ensuring that appropriate updates are provided. To analyse all available sources of information to assist in determining resolutions to those incidents, test fixes and communicate the resolution and subsequent actions to the client and ensure that these have been understood.

Responsibilities:

  • To ensure that all necessary information required to investigate the incident is present and to liaise with the client, where necessary, to obtain a full understanding of the problem
  • To evaluate the severity level assigned to the incident and to adjust that level in the light of any investigations as appropriate
  • To analyse the incident in order to identify a potential resolution to it and to report back to the client accordingly, ensuring updates and progress are communicated regularly
  • To regularly update the Customer Support portal with relevant information as to the progress of the incidents
  • To liaise with technical teams and other business areas as appropriate to obtain the detailed knowledge required to identify the root cause and resolution of an incident
  • To manage and prioritise conflicting requests on their individual workload
  • To keep their knowledge of their assigned modules up to date and relevant, with a commitment to increase personal knowledge of their assigned areas of expertise
  • To own any incident assigned throughout its lifecycle, and ensure that it is fully completed to the client’s satisfaction
  • To manage incidents that may impact multiple clients, coordinating colleagues to ensure the incident is resolved and ensuring communication to clients, colleagues & senior management takes place
  • To accompany the Team Leader on client visits as required
  • To attend regular meetings with the Team Leader to review personal performance and to identify personal development needs
  • To liaise with other departments within the business for advice and expertise relevant to each issue as appropriate
  • To work with limited supervision and using initiative
  • To actively seek for internal and client-facing service improvements and bring assigned service initiatives to a successful closure
  • Responsible for owning any service improvement initiatives required
  • Any other responsibilities commensurate with the role


Required Skills and Experience:

  • Educated to degree level or equivalent
  • Good knowledge of the general mobile landscape, trends, and emerging technologies
  • Excellent communication skills (verbal and written)
  • Ability to prioritise workloads and manage conflicting requests on time, in a continually fast moving environment
  • Ability to finish tasks on given deadlines
  • Effective problem-solving abilities
  • Ability to adapt to change
  • Exhibits positive interpersonal and team skills
  • Ability to operate with limited support & supervision
  • Proven time management skills
  • Fluent in English and Greek


Desired Skills And Experience:

  • Previous experience of working in a customer service environment will be considered a plus

 

We offer a very competitive remuneration package which includes:

  • Competitive salary
  • Health Insurance
  • Gym Subscription
  • Paid Time Off
  • Training & Development
  • Performance Bonus
  • And more...

Cocoon Creations is an equal opportunity employer

Apply for this position