Tier 1 Customer Support

Summary

Join ModSquad's network of Mod Contractors and work from home on flexible schedules supporting top-tier brands. You'll provide Tier 1 customer support through various channels (calls, chat, email), troubleshoot issues, and guide customers. Projects are available immediately, with hours primarily between 9 AM - 6 PM PT. The commitment is 20 hours per week for 60 days (as needed). Experience with Zendesk and ticketing systems is required. Competitive hourly rates are discussed during the interview.

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 experience with troubleshooting and problem-solving issues for web and mobile apps
• 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
• Have a dedicated laptop or desktop computer with Windows 10 or above
• Have a quality headset
• Have a quiet workspace to take calls
• Be willing to install MSQ security software and 2FA app on the phone

Responsibilities

• Assist and guide customers to the right answers
• Solve customer concerns
• Help customers understand and optimize the best use of a client's product or services

Benefits

• Potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps!
• Flexible self-scheduling
• Access to ‘Hot Gigs’ postings exclusive to the Mod Network
• Work from home
• Competitive hourly rate - Discussed during your first interview
• Paid orientation