[Hiring] Customer Support Representative @VS Media

Role Description

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 standards.

General Responsibilities

• Tier-1 Support Services:
  • Provide general account support.
  • Assist with basic product functionality and feature support.
  • Help with basic account sign-up assistance.
  • Update customer interactions.
  • Ensure basic codes of conduct compliance.
  • Offer 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.
  • Ensure customers adhere to relevant policies and established codes of conduct.
  • Deliver troubleshooting support.
  • Respond to inquiries related to payments, product functionality, features, and subscription/membership services.
  • Conduct first-line reviews of fraud and risk concerns.
  • Coordinate timely escalation to the appropriate teams when necessary.
• White Glove Support:
  • Provide troubleshooting support.
  • Answer inquiries related to payments, product functionality, features, and subscription/membership services.
  • Ensure customers adhere to relevant policies and established codes of conduct.
• Support Escalation:
  • Ensure all communications beyond expertise are escalated positively.
  • Execute handovers in a reassuring manner that inspires confidence in support processes.

Qualifications

• Strong attention to detail.
• Excellent written and verbal communication skills.
• Ability to convey information clearly and professionally.
• Empathetic tone in customer service interactions.

Requirements

• Compensation includes hourly pay.
• Full benefits package including health/dental/vision.
• Attractive 401K plan.
• Consideration for qualified applicants with a criminal background.