Customer Support

Summary

Join ModSquad's team supporting a textbook affordability platform! You'll provide Tier 1 customer support via phone, chat, and email, addressing inquiries related to the online store's services. This is a part-time position (20 hours/week) for 90 days, with a flexible schedule but requiring peak-time availability (6 AM - 4 PM PST) and at least one weekend day. Zendesk experience and troubleshooting skills are essential. The hourly rate will be discussed during the interview. The role demands strong multitasking, tech-savviness, and excellent communication skills.

Requirements

• Have Zendesk experience
• Have experience in providing Tier 1 level support
• Have experience with a ticketing system, inbound calls, chat, and email support
• Have a strong ability to multitask in multiple browsers and browser tabs, while handling customer communications
• Be tech-savvy with Mac, PC, iOS, Chromebook, Kindle Fire, and Android computers/devices and applications
• Have a strong ability to walk people through the process of navigating a mobile app/website, and downloading/installing an application
• Have a professional demeanor and a strong ability to show empathy
• Have reliable internet speed and service
• Be willing to self-schedule at least 10 phone hours per week before scheduling any email or chat shifts
• Be willing to self-schedule shifts during peak times (6 AM - 4 PM PST)
• Be willing to work at least one weekend day (Either Saturday or Sunday, with the option for both)
• Have a dedicated laptop or desktop computer with Windows 10 or above and 8GB Ram
• Have a quality headset with a noise-canceling microphone
• Have a quiet workspace to take calls
• Be willing to install MSQ security software and 2FA app on the phone
• Have access to a webcam or smartphone capable of taking pictures

Responsibilities

• Respond to customer inquiries via inbound phone calls, live chats, and emails
• Troubleshoot and problem-solve issues for web and mobile apps
• Multitask in multiple browsers and browser tabs while handling customer communications
• Walk people through the process of navigating a mobile app/website, and downloading/installing an application