Customer Support Representative

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 Indonesian and English via inbound messages. Success requires strong communication skills, problem-solving abilities, and a passion for music. The role demands proficiency in both Indonesian and English, verified through language assessments. A dedicated workspace with specific technical requirements is necessary. The position involves a structured 8-week orientation and flexible production hours.

Requirements

• Have a passion for music
• Possess excellent communication skills
• Have a knack for problem-solving
• Complete language assessments in Indonesian 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 Indonesian and English
• Have a dedicated laptop or desktop computer running Windows 10 or above
• Have a working webcam and willingness to use it during orientation/as needed by project
• Be willing to download and install ModSquad security systems on your computer and mobile phone
• Have a stable broadband internet connection of 25 MBPS or greater
• Have 8 GB RAM or better

Responsibilities

• Respond to customer inquiries via inbound messages in both Indonesian 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 6 AM - 8 PM (Pacific Time)
• Production: Daily, 6 AM - 8 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)