Ticket and Phone Support - US - Coffee & Tea

Remote - USA

Full Time Contract
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ModSquad
ModSquad provides on-demand customer support, content moderation, social media, and community management services globally.
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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!
Do you have a Customer 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.
This position requires professional-level English speakers. Agents will be responsible for handling an intense phone-call environment when on phone shifts, and ticket support via Zendesk while on Ticket shifts.
Project Hours (all times Pacific):Monday to Sunday, 6 am - 6 pm (Tickets)Monday - Friday, 6 am - 6 pm (Calls)
Commitment:20 hours/week90 days, as needed
Special note: Phone shifts are needed and may fill all 20 hours of required availability

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:

  • Highly passionate and enthusiastic about serving Peet’s customers
  • Resilient towards multiple updates and change management
  • Exceptional verbal and written communication skills
  • Ability to maintain a positive and professional attitude
  • Problem-solving skills and the ability to remain solution oriented
  • Ability to juggle multiple tasks, use tactful discretion to quell customer concerns, and maintain a positive and solution-oriented demeanor
  • Accurately type at least 45 words per minute
  • Experience with CRM or ticketing systems such as Zendesk is a plus. Adaptable to learning new software.
  • Previous customer service/sales experience preferred
  • 20+ hours per week of availability

What You'll Do:

  • Provide top tier service to all consumers via calls and tickets
  • Use customer service skills to solve problems and address concerns efficiently and empathetically.
  • Become a brand ambassador.
  • Provide e-commerce and home delivery support for customers
  • Meet a high demand of calls and tickets
  • Collaborate with team members

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!
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 #workfromhome #freelance  #remote  #modsquad   #wearethemods  #customersupport  #emailsupport
Job region(s): North America
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