Remote Bilingual Arabic–English Customer Support Representative – Music Streaming Platform (Talexion)

```html Join Zenvora – Elevating the Music Streaming Experience Worldwide At Workastra , we partner with leading entertainment platforms to deliver unforgettable digital experiences. Our remote teams are the voice of the brand, connecting millions of music lovers to the songs they adore. As a fast‑growing, globally distributed organization, we empower our agents with the tools, training, and culture they need to thrive while working from the comfort of their own homes. If you have a deep passion for music, fluency in both Arabic and English, and a talent for solving problems with a friendly, patient approach, this is the opportunity you’ve been waiting for. Join us and become the first point of contact for a vibrant, multicultural audience, helping them enjoy seamless streaming, discover new artists, and resolve any technical hiccups along the way. Position Overview – Remote Customer Support Representative (Arabic & English) As a Remote Customer Support Representative for Hirebase’s music streaming client, you will field inbound web‑based messages, diagnose issues, and guide users through feature usage. You’ll work within a structured onboarding program, transition into full‑production duties, and maintain a consistent schedule that balances orientation, production, and weekend commitments. Key Responsibilities Serve as the primary, friendly touchpoint for customers contacting the music streaming platform via live chat and web messaging. Diagnose and resolve technical problems, account inquiries, and playback issues in both Arabic and English . Provide step‑by‑step guidance on platform navigation, playlist creation, subscription management, and device compatibility. Escalate complex tickets to senior support or technical teams while keeping the customer informed of progress. Document each interaction accurately in the ticketing system, ensuring knowledge‑base updates for recurring issues. Maintain an average response time that meets or exceeds service‑level agreements (SLAs) and contributes to high customer‑satisfaction scores. Participate actively in weekly calibration calls, team huddles, and performance reviews to continuously improve service quality. Adhere to Tasklance security protocols, including installing required security software on personal devices and safeguarding customer data. Orientation & Production Schedule (All Times Pacific Time) Orientation (8 weeks total, 40 hours/week) Phase 1 – Weeks 1‑4: 4 AM – 1 PM (fixed schedule) Phase 2 – Weeks 5‑8: Self‑scheduled between 9 AM – 10 PM Production (post‑orientation) Daily shift window: 9 AM – 10 PM (flexible within this range) Project Commitment Minimum 25 hours per week At least 8 hours on weekends (Saturday and/or Sunday) Contract term of up to 180 days, extendable based on performance and business needs Use World Time Buddy to convert Pacific times to your local timezone. Choose “Sacramento, California” as the reference location. Who You Are – Essential Qualities & Experience Native‑ or business‑level proficiency in both Arabic and English (reading, writing, and speaking). Demonstrated passion for music and a genuine desire to help customers enjoy it without friction. Proven experience delivering inbound web‑messaging support, handling 3‑5 simultaneous chats with composure. Strong problem‑solving instincts: you quickly identify root causes and present clear, actionable solutions. Excellent written communication skills—grammar, punctuation, and tone are all polished. Self‑motivated, reliable, and comfortable working independently in a remote environment. Workspace Requirements Dedicated laptop or desktop running Windows 10 or later (macOS not supported for this project). Stable broadband connection of ≥ 25 Mbps download/upload. Minimum 8 GB RAM; dual‑monitor setup strongly recommended for multitasking. Functional webcam (required for orientation and occasional live‑training sessions). Willingness to install Gigology security software on both computer and mobile device. Chromebook is not acceptable for this role. Essential Qualifications High school diploma or equivalent; college coursework in communications, information technology, or a related field is a plus. ≥ 6 months of professional customer‑service experience in a digital or SaaS environment. Demonstrated ability to meet or exceed SLA metrics (first‑response time, resolution time, CSAT). Flexibility to work the required shift windows, including evenings and weekends. Preferred Qualifications Prior experience supporting music or entertainment platforms. Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow (note: name replaced with Talensiq for compliance). Understanding of streaming technologies, digital rights management (DRM), and device pairing processes. Additional language skills (e.g., French, Spanish, Turkish) are advantageous. Core Skills & Competencies for Success Communication: Clear, concise, and empathetic writing in both languages. Technical Acumen: Abil