Tier 2 Customer Support

Summary

Join ModSquad's network of Mod Contractors and work from home on flexible schedules supporting top-tier brands! You'll provide high-quality customer support in German, resolving technical issues and ensuring customer satisfaction. This is a fast-paced environment requiring strong attention to detail, initiative, and the ability to quickly research solutions. Project gigs are available now, with a commitment of 20 hours per week for 90 days. The hourly rate is discussed during the interview, and benefits include paid orientation and access to exclusive 'Hot Gigs' postings.

Requirements

• Professional German Proficiency
• Dedicated laptop or desktop computer with Windows 10 or above
• Quality headset
• Willingness to install MSQ security software and 2FA app on the phone
• Must be willing to work weekends
• Must be available for holiday coverage
• 20 hours per week commitment
• 90-day commitment (as needed)

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
• Provide white glove service replying to customers with thoroughness and extremely high attention to detail
• Pay very close attention to all the details provided by the customer
• Keep oneself up to date with changes in information each shift as information updates frequently
• Search for information and have the initiative to do their research prior to replying
• Provide Tier 2 support with a heavy focus on technical issues and quick, professional responsiveness to client communication in Slack

Preferred Qualifications

Ticket CS Support background

Benefits

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