Customer Support - Inbound Messaging

Summary

Join ModSquad's fully remote team as a Customer Service Representative supporting a leading music streaming service. You will be the primary point of contact for customers, addressing inquiries and troubleshooting technical issues in both Swedish and English via inbound messages. Success requires strong communication skills, problem-solving abilities, and a passion for music. The role demands proficiency in both languages, verified through assessments. The position involves a structured 8-week orientation, followed by flexible production hours. Applicants must meet specific workspace requirements, including a reliable computer and internet connection.

Requirements

• Have a passion for music
• Possess excellent communication skills
• Have a knack for problem-solving
• Complete language assessments in Swedish and English
• Provide Customer Support via inbound web messages in the past
• Provide web messaging support to 3-5 customers at the same time
• Be professional/business level proficient in Swedish and English
• Have a dedicated laptop or desktop computer with Windows 10 or above
• Be willing to install MSQ security software and 2FA app on your mobile device
• Have access to a webcam or smartphone capable of taking pictures
• Have a stable broadband internet connection of 25 MBS or greater
• Have 8 GB RAM or better

Responsibilities

• Respond to customer inquiries via inbound messages in both Swedish and English
• Help customers navigate the platform
• Troubleshoot technical issues
• Ensure customers have the best possible listening experience

Preferred Qualifications

• Have dual monitors
• Strong desire to create a unique experience for each individual customer
• Truly enjoy providing exceptional Customer Support and can quickly identify all/any issues the customer may have

Benefits

• Fully remote work
• 40 hours per week are required for the 8-week orientation period
• Orientation phase 1: 4 weeks, 4 AM - 1 PM (Pacific Time)
• Orientation phase 2: 4 weeks, self-scheduled between 7 AM - 10 PM (Pacific Time)
• Production hours: Daily, 7 AM - 10 PM (Pacific Time)
• Project Commitments: 25 hours per week
• Project Commitments: 8 hours are required on Saturday and/or Sunday
• Project Commitments: 180 days (as needed by ModSquad)