Customer Support Representative Tier 2

Customer Support Representative - Tier 2 (Remote)

Shift: Thurs Fri Sat Sun & Mon 2PM - 10PM PST

Founded in June 1996 VS Media is an industry leader specializing in highly interactive high-traffic live video chat websites. Spanning the globe with over 200 million visitors per month and 80 million ads per day we provide a platform for adultstodiscover new kinds of interactive content through live video and chat services. Our size and scale stretches across every continent delivering powerful technology to enhance our clients online presence. From streaming live video to billing solutions to gamification development we leverage the latest technology to provide the best digital experience possible.

This is a fully remote position for applicants ONLY in AZ CA CO IN NY OK TN AND TX.

About the Job

Tier-2 Customer Support Representatives play a critical role in ensuring the success of customers using our platform. They serve as primary points of contact for inquiries across phone live chat and email while also providing essential regulatory and compliance support.

Successful Tier-2 Representatives deliver exceptional service with care attention and professionalism. They possess outstanding communication and interpersonal skills excel at multitasking and demonstrate strong attention to detail critical thinking and empathy in every customer interaction.

In addition to managing general inquiries Tier 2 Representatives handle complex issues escalated beyond Tier 1 ensuring timely accurate resolutions that align with company policies and standard.

General Responsibilities

• Tier-1 Support Services

Assist in the optimal delivery of Tier-1 support services. This includes providing general account support basic product functionality and feature support basic account sign-up assistance updating customer interactions basic codes of conduct compliance and other support items as needed based on the expected Tier-1 knowledge base and skill level.

• Tier-2 Support Services

Tier-2 Support Representatives play a critical role in providing privacy and regulatory guidelines while ensuring customers adhere to relevant policies and established codes of conduct. They also support the efficient delivery of Tier-2 services by providing troubleshooting support responding to inquiries related to payments product functionality and features as well as subscription and membership services. Additionally this role involves conducting first-line reviews of fraud and risk concerns and coordinating timely escalation to the appropriate teams when necessary.

• White Glove Support

Assist in the optimal delivery of Tier-2 support services. This includes providing troubleshooting support answering inquiries related to payments product functionality and features and subscription and membership services. Tier-2 Support Representatives play a crucial role by providing privacy and regulatory support and ensuring customers adhere to relevant policies and establish codes of conduct.

• Support Escalation

Support Representatives are responsible for ensuring that all communications beyond their expertise are escalated in a way that ensures a positive and valuable experience for our customers. Handovers should be carefully executed in a reassuring manner that inspires confidence in our support processes.

Qualities of a Successful Candidate

• Detail Oriented: Strong attention to detail is a skill that our Customer Support Representatives must demonstrate on a day-to-day basis.

• Effective Communication This role requires an individual with excellent written and verbal communication skills with a strong ability to convey information both clearly and professionally.
• 
  Empathy Customer support representatives must build a foundation of trust create positive customer experiences and build lasting connections with customers by employing an empathetic tone within their customer service interactions.
  

Compensation will include hourly pay. Full benefits package including health/dental/vision and an attractive 401K plan.

We will consider qualified applicants with a criminal background.

Principals ONLY!

CCPA Notice at Collection for California Employees and Applicants

Effective Date: January 1 2023

Drafted and Updated: October 27 2022

VS MEDIA INC. collects and uses Personal Information for human resources employment benefits administration health and safety and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:

• Identifying information such as your full name gender date of birth and signature.
• Demographic data such as race ethnic origin marital status disability and veteran or military status.
• Contact information such as your home address telephone numbers email addresses and emergency contact information.
• Dependents or other individuals information such as their full name address date of birth and Social Security numbers (SSN).
• National identifiers such as SSN passport and visa information and immigration status and documentation.
• Educational and professional background such as your work history academic and professional qualifications educational records references and interview notes.
• Employment details such as your job title position hire dates compensation performance and disciplinary records and vacation and sick leave records.
• Financial information such as banking details tax information payroll information and withholdings.
• Health and Safety information such as health conditions (if relevant to your employment) job restrictions workplace illness and injury information and health insurance policy information.
• Information Systems (IS) information such as your search history browsing history login information and IP addresses on the Companys information systems and networks.
• Geolocation data such as time and physical location related to use of an internet website application device or physical access to a Company office location.
• Sensory or surveillance information such as COVID-19 related temperature checks and call monitoring and video surveillance.

The Company collects Personal Information to use or disclose as appropriate to:

• Comply with all applicable laws and regulations.
• Recruit and evaluate job applicants and candidates for employment.
• Conduct background checks.
• Manage your employment relationship with us including for:
  • onboarding processes;
  • timekeeping payroll and expense report administration;
  • employee benefits administration;
  • employee training and development requirements;
  • the creation maintenance and security of your online employee accounts;
  • reaching your emergency contacts when needed such as when you are not reachable or are injured or ill;
  • workers compensation claims management;
  • employee job performance including goals and performance reviews promotions discipline and termination; and

other human resources purposes.

• Manage and monitor employee access to company facilities equipment and systems.
• Conduct internal audits and workplace investigations.
• Investigate and enforce compliance with and potential breaches of Company policies and procedures.
• Engage in corporate transactions requiring review of employee records such as for evaluating potential mergers and acquisitions of the Company.
• Maintain commercial insurance policies and coverages including for workers compensation and other liability insurance.
• Perform workforce analytics data analytics and benchmarking.
• Administer and maintain the Companys operations including for safety purposes.
• For client marketing purposes.
• Exercise or defend the legal rights of the Company and its employees affiliates and agents.

To view our applicant/employee privacy notice visit you have any questions about this Notice or need to access this Notice in an alternative format due to having a disability please contactor at 1-.

Required Experience:

Manager