Job description

Our Story:

COSMO is on a mission to develop connected technology specifically for young children. Our devices give kids the freedom to explore while protecting them from the influence of addictive screens, adult content and internet-related safety threats. COSMO is creating a safe technology entry point for children and families.

To accomplish that mission, COSMO has set out to completely re-engineer connected devices from the ground up. We don’t repackage adult technology, put some cartoons on it, and call it a kid’s device. That method has been incredibly detrimental as kids can bypass filters, access hidden apps and receive unsolicited messages from strangers. Instead, we asked ourselves “what should a kid’s device be like?” From there we consulted parents, kids, teachers and security experts and stripped away all of our preconceived notions about what a kids device should be.

COSMO’s flagship product is the COSMO JrTrack, a kids smartwatch. With all of the basic communication functions (calling, GPS tracking, and messaging), our smartwatches operate as a standalone kids’ wearable phone. Parents and guardians download the COSMO Mission Control app to curate a family experience around geo-tracking, photo sharing, calendar reminders, and much more.

The COSMO team is global with representation in the US, Canada, China, Slovenia, and France. We’re most likely looking for our new teammate to be Nevada-based with a willingness to attend occasional meetings with international partners on a range of time zones.

What you’ll do:

• Use technical tools to support customer technical tickets via email (primary) and phone (secondary) in a timely, professional manner.
• Troubleshoot and resolve technical issues related to hardware, software, and network connectivity, and document and track customer support requests in a ticketing system.
• In cases where complex issues cannot be resolved escalate them to higher-level support teams.
• Coordinate with engineering team to research and resolve escalated issues
• Follow up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction
• As needed, Perform QA and testing at all levels
• Support the development of Tier 1 and Tier 2 FAQ support documentation and processes
• Research and test to determine the nature and likely causes of issues and recommend corrective action
• Continuously improve your knowledge of current technology, products, and services to provide the best possible customer technical support.

Qualifications You'll Need

• High school graduate, some college or technical troubleshooting experience preferred.
• 1-3 years of proven, successful experience in a technical support, customer service, QA, or other related technical area
• Strong troubleshooting skills
• Ability to problem solve through analysis of a situation, where there are a variety of variables
• Self-motivated, takes initiative to resolve issues
• Experience with and knowledge of cellular phones a big plus
• Strong communication, interpersonal, problem solving and presentation skills
• Some levels of stress associated with customer service role
• Some weekend and holiday work may be required
• Quick learner – Able to dive into any of the area business and get up to speed rapidly; strong intellectual curiosity

What WE Offer YOU.

• Salary: Starting at $50k per year
• Location: Work from Home with occasion on-site meetings with Cosmo management and team in the Las Vegas area
• Room for growth potential: We encourage our teammates to grow and seek out higher level positions in any area of interest within the company

Job Types: Full-time, Contract

Pay: Up to $50,000.00 per year

Benefits:

• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Las Vegas, NM 87701: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 1 year (Preferred)

Work Location: Hybrid remote in Las Vegas, NV 89101

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