Online Textbook Retailer - Customer Support Lead

Remote - USA

Full Time Contract
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ModSquad has partnered with multiple top tier brands/clients across the globe and we need the best of the best in Customer Support, Lead roles!  Do you have a Support background?Do you enjoy work-from-home and flexible schedules?ModSquad is seeking Mod Contractors to join our network! If you want the chance to work gigs on the coolest of client projects...then ModSquad is the place for you!! Our clients are strictly Top Tier whose product offerings and services are hip, contemporary and very current. You will instantly know who they are and very likely use them yourselves. Their customers expect the best service and support and that's where we come in. Our Mods bring super skills, a positive attitude and great vibe to project work everyday. Mods assist and guide customers to the right answers, solve concerns and are the GPS for customers to understand and optimize the best use of a client's product or services. Project gigs available now and more are on the horizon. 
Our client is an online college book retailer that assist students and faculty with their educational supply needs.
Duties will include answering calls and directing students, teachers, and faculty members through support requests and access provisioning of accounts. Confident customer service reps are needed to walk our callers through the client and affiliate websites during the stressful back to school season.
This is a Lead position, and candidates will be expected to assist the team in escalations, have face to face time with the client, and report on Quality Assurance of team members.
Orientation begins July 15th, and we're looking to launch August 1st! 
The back to school rush is on, so most positions on the project will be temporary, but future rushes in the 2nd semester will offer additional work.
Performance bonus of a $150 Amazon gift card will be awarded upon successful completion of all project tasks and eligibility requirements on this 8-week project.
Hours: 9 am to 6 pm PST ***Overnight support and weekend coverage likely required***
Commitment: 20 hours per week (5 hours of which are on the weekend)90 days

What’s In It For You:

  • The 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

What We Are Looking For:

  • Customer service experience on live calls
  • A working headset
  • Quiet area to take calls
  • Technical support skills a plus but not required
  • Familiarity with online education services a plus, but not needed
  • 30 WPM type speed minimum
  • Zendesk experience a plus
  • Genesys experience a plus

Workspace Requirements:

  • Dedicated laptop or desktop computer with Windows 10 or above
  • Quality headset 
  • Quiet workspace to take calls 
  • Willingness to install MSQ security software and 2FA app on phone
***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!
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 #workfromhome #freelance  #remote  #modsquad   #wearethemods  #customersupport  #emailsupport 
Job region(s): North America
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