Customer Support Representative - Tier 2

Overview

Customer Support Representative - Tier 2 (Remote)

Shift: Tue, Wed, Thurs, Fri, Sat 6AM - 2PM PST

VS Media is an industry leader specializing in 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 users to discover new kinds of interactive content through live video and chat services. 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.

• 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:
  Provide privacy and regulatory guidelines while ensuring customers adhere to relevant policies and established codes of conduct. Support the efficient delivery of Tier-2 services by providing troubleshooting, responding to inquiries related to payments, product functionality and features, as well as subscription and membership services. Conduct first-line reviews of fraud and risk concerns and coordinate timely escalation to appropriate teams when necessary.
• White Glove Support:
  Provide troubleshooting support, answer inquiries related to payments, product functionality and features and subscription and membership services. Ensure privacy and regulatory support and that customers adhere to relevant policies and codes of conduct.
• Support Escalation:
  Ensure that communications beyond your expertise are escalated in a way that provides a positive and valuable experience. Handovers should be executed in a reassuring manner that inspires confidence in our support processes.

• Detail Oriented:
  Strong attention to detail on a day-to-day basis.
• Effective Communication:
  Excellent written and verbal communication skills with the ability to convey information clearly and professionally.
• Empathy:
  Build trust and positive customer experiences with an empathetic tone.

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 HR, employment, benefits administration, health and safety, and business-related purposes. The Company collects Personal Information to comply with laws, recruit and evaluate candidates, conduct background checks, manage employment, onboarding, timekeeping, payroll, benefits, training, emergency contacts, workers’ compensation, job performance, and other HR purposes. It may also include information for access control, internal audits, investigations, and corporate transactions.

For views of the applicant/employee privacy notice, visit  For questions or alternative formats due to disability, contact  or