Client Support Representative, Tier-2 (REMOTE)
Westlake Village, CA Westlake Village, CA Full-time Full-time $18.
75 - $19.
95 an hour $18.
75 - $19.
95 an hour 9 hours ago 9 hours ago 9 hours ago Remote Client Support Representative, Tier-2 Shift:
6AM-2PM 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.
About the Job We need an intelligent, hard-working, organized individual to join our client support team.
As we are an internet-focused tech company, please note that we do manage adult-oriented content.
This position directly involves working around such explicit material on a regular basis, therefore it is imperative that the ideal candidate have no issue with this aspect of the business.
Please take a look at our website flirt 4 free for an example.
VS Media understands and respects that such content is not suitable for all applicants.
This is a fully remote position for applicants ONLY in AZ, CA, CO, IN, NV, NY, OK, TN, AND TX.
General The role of Tier-2 Client Support Representative is responsible for facilitating the success of our performers and studios and for fostering brand loyalty, through the provision of authentic tier-2 client support services that surpass client expectations and ensure their satisfaction.
As the first point of contact for our clients, addressing their enquiries and resolving issues, Client Support Representatives must be exceptional in their care, attention, and attitude towards all those whom they serve, aspiring to add value to the Company's products and to maximize the potential for continued client engagement.
Primary responsibilities of the role include serving as the primary point of contact for our clients, via various channels such as phone, email, and chat, responding promptly and professionally to client enquiries, providing accurate information, and resolving issues in a timely manner.
Client Support Representatives must maintain a thorough understanding of our products, services, and company policies in order to effectively assist clients with their questions and concerns.
Client interactions must be accurately documented and tracked, to ensure a comprehensive client service history that helps to facilitate future support.
By actively listening to our client's concerns and empathizing with their situations, the role must also seek to demonstrate genuine care and dedication to resolving their issues.
Ultimately, Client Support Representatives must strive to exceed client satisfaction goals and contribute to maintaining a high level of client loyalty and retention.
The Tier-2 role is responsible for providing support that requires a more sophisticated understanding of our systems and our customer's needs which includes providing advanced account sign-up and management support, product functionality and feature support, and compliance and regulatory support.
The role is also expected to be able to handle Tier-1 responsibilities, supporting the workload for these as needed, serving as an example for representatives from those levels, and taking part in the development and training of employees who are working their way up.
Responsibilities Tier-2 Support Services.
Providing advanced sign-up support, account management support, product troubleshooting, functionality and feature support, handling general compliance- and policy related support items, and general support workload items, along with other support items as needed based on the expected tier-2 knowledge base and skill level.
Tier-1 Support Services.
Assisting in the optimal delivery of tier-1 support services, as needed.
These include providing general account support, basic product functionality and feature support, basic account sign-up assistance, and basic codes of conduct compliance, along with other support items as needed based on the expected tier-1 knowledge base and skill level.
White-Glove Support.
Provide support services that seek to surpass the expectations of our customers by prioritizing their needs, empathizing with their frustrations, genuinely caring about their success, personalizing their experiences, and attempting to solve for issues before they arise.
Support Escalation.
Ensuring that all escalations are managed in a way that ensures a positive and valuable experience for our clients.
Communication.
Exceptional written and verbal communication skills, with a strong ability to convey information effectively and professionally, both with our clients and with colleagues, peers, and stakeholders throughout the company.
Compliance.
Facilitate the execution of our compliance obligations.
Minimum Qualifications and Requirements:
6
months of customer support-based experience.
Outstanding communication and interpersonal skills Strong typing skills.
Excellent critical thinking and problem-solving abilities.
Applicants must be comfortable with working around adult content.
Compensation will include hourly pay.
Full benefits package including health/dental/vision and an attractive 401K plan.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
75 - $19.
95 an hour $18.
75 - $19.
95 an hour 9 hours ago 9 hours ago 9 hours ago Remote Client Support Representative, Tier-2 Shift:
6AM-2PM 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.
About the Job We need an intelligent, hard-working, organized individual to join our client support team.
As we are an internet-focused tech company, please note that we do manage adult-oriented content.
This position directly involves working around such explicit material on a regular basis, therefore it is imperative that the ideal candidate have no issue with this aspect of the business.
Please take a look at our website flirt 4 free for an example.
VS Media understands and respects that such content is not suitable for all applicants.
This is a fully remote position for applicants ONLY in AZ, CA, CO, IN, NV, NY, OK, TN, AND TX.
General The role of Tier-2 Client Support Representative is responsible for facilitating the success of our performers and studios and for fostering brand loyalty, through the provision of authentic tier-2 client support services that surpass client expectations and ensure their satisfaction.
As the first point of contact for our clients, addressing their enquiries and resolving issues, Client Support Representatives must be exceptional in their care, attention, and attitude towards all those whom they serve, aspiring to add value to the Company's products and to maximize the potential for continued client engagement.
Primary responsibilities of the role include serving as the primary point of contact for our clients, via various channels such as phone, email, and chat, responding promptly and professionally to client enquiries, providing accurate information, and resolving issues in a timely manner.
Client Support Representatives must maintain a thorough understanding of our products, services, and company policies in order to effectively assist clients with their questions and concerns.
Client interactions must be accurately documented and tracked, to ensure a comprehensive client service history that helps to facilitate future support.
By actively listening to our client's concerns and empathizing with their situations, the role must also seek to demonstrate genuine care and dedication to resolving their issues.
Ultimately, Client Support Representatives must strive to exceed client satisfaction goals and contribute to maintaining a high level of client loyalty and retention.
The Tier-2 role is responsible for providing support that requires a more sophisticated understanding of our systems and our customer's needs which includes providing advanced account sign-up and management support, product functionality and feature support, and compliance and regulatory support.
The role is also expected to be able to handle Tier-1 responsibilities, supporting the workload for these as needed, serving as an example for representatives from those levels, and taking part in the development and training of employees who are working their way up.
Responsibilities Tier-2 Support Services.
Providing advanced sign-up support, account management support, product troubleshooting, functionality and feature support, handling general compliance- and policy related support items, and general support workload items, along with other support items as needed based on the expected tier-2 knowledge base and skill level.
Tier-1 Support Services.
Assisting in the optimal delivery of tier-1 support services, as needed.
These include providing general account support, basic product functionality and feature support, basic account sign-up assistance, and basic codes of conduct compliance, along with other support items as needed based on the expected tier-1 knowledge base and skill level.
White-Glove Support.
Provide support services that seek to surpass the expectations of our customers by prioritizing their needs, empathizing with their frustrations, genuinely caring about their success, personalizing their experiences, and attempting to solve for issues before they arise.
Support Escalation.
Ensuring that all escalations are managed in a way that ensures a positive and valuable experience for our clients.
Communication.
Exceptional written and verbal communication skills, with a strong ability to convey information effectively and professionally, both with our clients and with colleagues, peers, and stakeholders throughout the company.
Compliance.
Facilitate the execution of our compliance obligations.
Minimum Qualifications and Requirements:
6
months of customer support-based experience.
Outstanding communication and interpersonal skills Strong typing skills.
Excellent critical thinking and problem-solving abilities.
Applicants must be comfortable with working around adult content.
Compensation will include hourly pay.
Full benefits package including health/dental/vision and an attractive 401K plan.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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