Job Description

We are seeking dedicated professionals to join our remote team as key company representatives in game support. In this role, you will be the face and voice of our client’s brand, playing a crucial part in upholding our reputation by providing exceptional customer service. You will be tasked with handling customer inquiries and issues across multiple channels, including tickets, phone calls, and live chats, ensuring a seamless and positive experience for our customers.

Responsibilities and Duties

• Provide voice, chat and ticket support through a CRM tool to support gamers
• Respond to customer inquiries and requests regarding their accounts and functionality concerns
• Respond to customer inquiries and requests regarding their marketplace orders and product launches
• Provide clear and concise communication to handle escalations
• Resolve issues based on client guidelines, policies and procedures

Skills and Abilities

• Spanish/English Bilingual
• Zendesk or other CRM experience
• Experience working in T2 gaming and product support
• Experience with a ticketing system, inbound/outbound calls and chat support
• The ability to multitask in multiple browsers and browser tabs, while handling customer communications
• Excellent writing & communication skills
• Strong problem-solving skills and attention to detail
• Ability to show empathy and be apologetic when necessary
• Able to work as part of a team and independently
• Able to follow client policies & guidelines while remaining objective
• A professional and client supportive demeanor

About ModSquad:

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

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.

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, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.

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