Customer Support Representative - Tier 2

Customer Support Representative - Tier 2 (Remote)

Shift: Thurs, Fri, Sat, Sun & Mon  6 AM - 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 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

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.
  

PERKS

• Extra healthcare coverage provided by Canadian Medical (eligible after 90 days of employment)
• Paid Vacation as further explained in your Employment Contract
• Performance assessments to maintain open communication and keep you on track
  

Principals ONLY!

Compensation55,000 - 60,000 CZK/month