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Customer Service Tier 2
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Customer Service Tier 2

Job Description

The Customer Service Tier 2 will provide escalation support for all customer service issues and follow to resolution to improve the customer experience.

Job Requirements

Essential Duties And Responsibilities:

  • Provide customer service via blogs, forums, chat system, etc.  
  • Provide escalation support (email, phone calls, chat, etc.) to resolve customer inquiries
  • Provide back up support to Tier 1 when needed (email, phone calls, chat, content review, etc)
  • Perform data entry and document customer interactions
  • Run reports, analyze data, and provide necessary feedback (summary reports, charts, graphs, etc.)
  • Create documentation/templates for the customer service team
  • Provide training and guidance to junior team members

Qualifications:

  • Bachelor’s degree or equivalent work experience
  • Expert Internet user proficient with Web application (browsers, messaging systems, webcam, blogs, etc. Have basic knowledge of how computer hardware is put together
  • Know basic fundamentals of networking and connectivity
  • 1+ years experienced providing Tier 2 support
  • Must be able to work full time with the following schedule: Wednesday to Sunday, 4:00 pm - 12:30 am
  • Experience providing customer service via public forums
  • Experience with trouble shooting and documenting software related problems
  • Proficient with Microsoft Office products
  • Able to communicate clearly and concisely (verbal and written) with proper grammar and syntax
  • Able to understand and write basic HTML
  • Experience with quality assurance, desktop support or writing background is a plus
  • Adept at multi-tasking and work well under pressure
  • Have a “can do" attitude & personality
  • Dependable and a self-starter
  • High degree of honesty and integrity
  • Team-player, positive attitude and flexible
  • Experience with Perl or SQL is a plus
  • Must be comfortable with adult material
  • Must be at least 21 years old or older

BENEFITS:

FriendFinder Networks Inc. and its subsidiaries offer a business casual work environment, flexible work hours, and a competitive salary.  The benefits** package includes:

  • 401(k) with a 4% match on year to date earnings with no vesting period
  • Medical, Dental, Vision and AFLAC Insurance
  • Flexible Spending Account for Healthcare and Dependent Care
  • Life Insurance, LTD and AD&D
  • Paid Time Off (PTO) and Holiday Pay
  • Employee Assistance Program
  • Commuter Benefits
  • 529 Education Plan
  • Tuition Reimbursement
  • Health Club Reimbursement    
  • Complimentary Breakfast and Catered Lunches

** Benefits vary depending on location and are subject to change without notice. Please check with Human Resources for more information.



We are a leading Internet-based social networking and multimedia entertainment company operating several of the most heavily-visited websites in the world. We provide our customers with a wide variety of online products and services, appealing to members of diverse cultures and interest groups, so they can interact with each other and enjoy our content. Our sites’ services include social networking, online personals, live and recorded video, online chat rooms, instant messaging, photo and video sharing, blogs, message boards, email, and premium content websites.


Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Internet - ECommerce
Required Travel Not Specified
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Customer Service Tier 2


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