Customer Support Representative – Tier 2
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Job Description
Tier-2 customer support for VS Media’s interactive live video and chat platform. Resolving escalated account, payment, compliance, fraud, and membership issues remotely.
Responsibilities:
- Serve as a primary point of contact for customer inquiries via phone, live chat, and email
- Provide general account support, basic product functionality and feature support, and account sign-up assistance
- Update customer interactions and support basic codes-of-conduct compliance
- Handle complex issues escalated beyond Tier 1 and provide timely, accurate resolutions
- Provide privacy and regulatory support and ensure customers adhere to relevant policies and codes of conduct
- Troubleshoot payments, product functionality, features, subscriptions, and membership services
- Conduct first-line reviews of fraud and risk concerns
- Coordinate timely escalation to appropriate teams
- Execute reassuring, carefully managed handovers for issues beyond the representative’s expertise
- Support the optimal delivery of Tier-1 and Tier-2 services
- Provide white-glove customer support
Requirements:
- Applicants must be located in Arizona, California, Colorado, Indiana, New York, Oklahoma, Tennessee, or Texas
- Availability for graveyard shift, 10pm–6am
- Outstanding written and verbal communication skills
- Strong attention to detail
- Critical thinking and empathy
- Ability to multitask
- Ability to handle complex Tier-2 customer support issues
- Knowledge of privacy, regulatory guidelines, relevant policies, and codes of conduct
- Experience or ability to support phone, live chat, and email inquiries
- Experience or ability to troubleshoot payments, product functionality, features, subscriptions, and memberships
- Ability to conduct first-line fraud and risk reviews and escalate concerns appropriately
- Principals only
Benefits:
- Full benefits package including health, dental, and vision insurance
- Attractive 401(k) plan
- Qualified applicants with a criminal background will be considered
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