Customer Support Representative - Tier 2

Customer Support Representative - Tier 2 (Remote)

Shift: GRAVEYARD SHIFT 10pm-6am

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 adults to discover 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.
• Dependent's or other individual's 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 Company's 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 Company's 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 https://www.vsmedia.com/live-cams-pp-employees.php

If you have any questions about this Notice or need to access this Notice in an alternative format due to having a disability, please contact [email protected] or at 1-800-685-9236.