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 both French 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, with specific project commitments. A dedicated workspace meeting certain technical requirements is necessary.

Requirements

• Have a passion for music
• Possess excellent communication skills
• Have a knack for problem-solving
• Complete language assessments in French and English
• Work 40 hours per week during the 8-week orientation period
• Work during Orientation phase 1: 4 weeks, 4 AM - 1 PM (Pacific Time)
• Work during Orientation phase 2: 4 weeks, self-scheduled between 9 AM - 10 PM (Pacific Time)
• Work daily production hours: 9 AM - 10 PM (Pacific Time)
• Fulfill project commitments of 25 hours per week
• Work 8 hours on Saturday and/or Sunday (as needed)
• Work 180 days (as needed by ModSquad)
• Have a 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
• Have provided Customer Support via inbound web messages in the past
• Have provided web messaging support to 3-5 customers at the same time
• Be professional/business level proficient in French and English
• Have a dedicated laptop or desktop computer running Windows 10 or above
• Have a working webcam and be willing 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

• Be the first point of contact for customers
• Help customers navigate the platform
• Troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Respond to customer inquiries via inbound messages in both French and English

Preferred Qualifications

Have dual monitors

Benefits

Fully remote work