Remote Customer Service - T2 Ticket CS - English

ModSquad•St. David's, SC

5d•Remote

About The Position

We are seeking a Tier 2 Customer Service Representative to provide support for a gaming, media, and toy brand. This role involves handling complex technical issues through a ticket-only system (Zendesk), attending client meetings, recording bugs, and performing in-game testing. The position requires quick, professional responsiveness to client communication via Slack and may involve translation services. The ideal candidate will be highly detail-oriented, motivated to research information, and capable of staying up-to-date with frequent information changes in a fast-paced environment.

Requirements

Dedicated desktop or laptop computer running Windows 11 or later.
Reliable, high-speed internet connection.
High-quality headset with a noise-canceling microphone.
Quiet, distraction-free workspace suitable for handling calls.
Willingness to install ModSquad security software.
Willingness to enable two-factor authentication (2FA) on both computer and mobile device.
English language proficiency.
Availability most needed Thursday - Sunday.
Willingness to work holidays and weekends.
USA location (excluding California, Colorado, New York, and Washington).

Nice To Haves

Experience with Zendesk.
Experience with Slack.
Experience in the gaming, media, or toy industry.

Responsibilities

Provide Tier 2 ticket-only support for various games and services.
Attend client meetings.
Record bugs in issue tracking software.
Perform in-game testing.
Provide technical support with a heavy focus on technical issues.
Respond quickly and professionally to client communication in Slack.
Perform translation services as needed.
Maintain up-to-date knowledge of frequent information changes.
Research information and conduct necessary due diligence before responding to customers.