About the Role
Provide responsive and accurate support to customers using a global music streaming platform, resolving issues in both French and English through various communication channels while ensuring a positive user experience.
Responsibilities
- Respond to customer inquiries via email, chat, and phone in French and English
- Troubleshoot account access and login problems
- Assist users with subscription and billing questions
- Guide customers through app and platform navigation
- Report recurring technical issues to internal teams
- Maintain accurate records of customer interactions
- Follow established procedures for data privacy and security
- Escalate complex cases to specialized support teams
- Provide clear explanations of service features and functions
- Support users experiencing playback or streaming difficulties
- Handle requests related to account deactivation or cancellation
- Verify customer identities in compliance with security protocols
- Educate customers on troubleshooting steps for common issues
- Adhere to service level agreements for response times
- Use internal knowledge bases to deliver consistent answers
- Maintain professionalism during high-volume periods
- Collaborate with team members to improve support processes
- Follow up on unresolved customer cases
- Stay updated on platform changes and new features
- Ensure customer satisfaction through empathetic communication
Nice to Have
- Experience in tech support or digital services
- Familiarity with mobile and desktop operating systems
- Knowledge of subscription-based business models
- Background in entertainment or media industries
Compensation
Not specified
Work Arrangement
Remote in Bulgaria
Team
Part of a global customer support team serving a leading music streaming platform
Technology Requirements
- Must have a personal computer running Windows 10 or later
- Minimum 8GB RAM and 250GB hard drive space
- Webcam and microphone for training and verification
- Stable broadband internet with minimum 10 Mbps download speed
Work Schedule
- Shifts available across 24/7 schedule
- Minimum commitment of 40 hours per week
- Availability to work weekends and holidays required
- Schedule assigned based on business needs
Not applicable
