Remote Customer Support - Phones and Chats - E-Books/Textbooks (4362)

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 • **IMPORTANT***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct (punctuation, capitalization, spelling, correct tense usage) and comprehensive. This will greatly increase the probability of scoring an interview! Please note: A Chromebook is not sufficient for ModSquad projects. Who is ModSquad? ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world. ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation. ***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement excludes individuals residing in California, Colorado, New York, and Washington at this time.