remote
Music Streaming Platform Chat Support Specialist with Swedish and English Remote in Bulgaria - Sutherland
Software Engineer
Customer Service Specialist handling live chat for a music streaming platform, fluent in Swedish and English, delivering swift, empathetic support and troubleshooting while using CRM tools to ensure a seamless user experience.
About the role
Key Responsibilities
- Respond to real‑time chat inquiries from Swedish and English speaking users, providing accurate information about account issues, subscription changes, and platform features.
- Diagnose and resolve technical problems, escalating to higher tiers when necessary, while maintaining a high first‑contact resolution rate.
- Document all interactions in the CRM, ensuring data integrity and compliance with privacy standards.
- Collaborate with cross‑functional teams (Product, Engineering, Billing) to relay user feedback and improve service quality.
- Participate in continuous training sessions to stay current on platform updates, policies, and best practices.
Requirements
- Fluent in Swedish and English, both written and spoken.
- Prior experience in customer support or help‑desk environments, preferably in tech or streaming services.
- Strong communication skills with a customer‑centric mindset.
- Proficiency with CRM systems and basic troubleshooting tools.
- Ability to work independently in a remote setting and manage time effectively.
Skills
customer supportcommunicationproblem solvingcrm