About the Role
Title: Remote Customer Support – Phones and Chats – E-Books/Textbooks (4362)
Location: Remote – LATAM, Remote – Jamaica, Remote – Philippines
Category: New Mods
Job Description:
ModSquad has partnered with a technology-focused platform that supports prioritizing textbook affordability. This online store provides students with new and used books, eBooks, and other educational materials to rent or purchase.
As a member of this team, you’ll respond to customer inquiries via inbound phone calls, live chats, and emails.
Project Hours (All Times Pacific Standard Time):
24/7 although we are recruiting for peak times: 6 AM – 4 PM
Orientation Begins:
December 23, 2024
Commitment:
20 hours per week
90 days (as needed)
Hourly Rate:
To be discussed in the interview phase
What are we looking for:
- Candidates with Zendesk experience.
- Candidates who have experience in providing Tier 1 level support.
- Candidates who have experience with a ticketing system, inbound calls, chat, and email support.
- Candidates who have experience with troubleshooting and problem-solving issues for web and mobile apps.
- Candidates with a strong ability to multitask in multiple browsers and browser tabs, while handling customer communications.
- Candidates who are tech-savvy with Mac, PC, iOS, Chromebook, Kindle Fire, and Android computers/devices and applications.
- Candidates who have a strong ability to walk people through the process of navigating a mobile app/website, and downloading/installing an application.
- Candidates with a professional demeanor and a strong ability to show empathy.
- Candidates with reliable internet speed and service.
Required availability:
- Must be willing to self-schedule at least 10 phone hours per week before scheduling any email or chat shifts.
- Must be willing to self-schedule shifts are during peak times (6 AM – 4 PM PST).
- Must be willing to work at least one weekend day (Either Saturday or Sunday, with the option for both).
Workspace Requirements:
- Dedicated laptop or desktop computer with Windows 10 or above and 8GB Ram
- Quality headset with a noise-canceling microphone
- Quiet workspace to take calls
- Willingness to install MSQ security software and 2FA app on the phone
- Access to a webcam or smartphone capable of taking pictures