New Customer Support Specialist - 2/2 schedule - Freelance Contract Remote

Our Support team helps our users by answering their questions and solving issues that they have, supporting our users by e-mail. We are looking for an independent contractor (EU time zone) for a freelance contract; you'll follow a rotating schedule that includes 2 days of work, followed by 2 days off, and then 2 more workdays and 2 days off again (including working on public holidays). Each workday lasts 12 hours (including 1 hour for a break). You'll be responsible for responding to user requests about the app usage in a timely and accurate way via email, escalating issues to the engineering team, identifying and analyzing user needs to provide insights to the product team, and contributing to the projects that would help to improve our current Support processes. Achieving and maintaining high answering speed and support quality results are your targets.