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Customer Service Tier 2 (Technical Support)

FriendFinder Networks Inc • Campbell, CA

Posted 1 month ago

Job Snapshot

Full-Time
Travel - None
Experience - 5 years
Degree - 4 Year Degree
Internet - ECommerce
Customer Service

Job Competition

19

Applicants

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Job Description

FRIENDFINDER NETWORKS OVERVIEW

FriendFinder Networks Inc. is a leading Internet-based social networking and technology company operating several of the most heavily-trafficked 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.

We’re looking for a talented Customer Tier 2 representative who is driven by challenges to help FriendFinder Networks next-generation social media platform to join our team. We enable Tier 2 customer service to support our customers using our lightweight web and mobile apps for social networking and live-streaming videos used by millions of users every day. You will work closely within the customer service team to have a profound and immediate impact on our vision with real-time social media in the global community. We connect people fast, anywhere in the world, in real-time 24 hours a day.

 

WHY JOIN US?

Our mission is to bring people with shared interest together through social media in a safe, enjoyable, and friendly environment. We want to hire people who share our global vision of connecting through social media and join our collaborative team. People who thrive on being challenged, enjoy collaborating with others, and want to help people to connect with others who share common interest. Are you ready to take on the challenge and work with an exciting company and innovative products?

 

WHAT WE WANT

FriendFinder Networks is looking for a talented Customer Tier 2 agent who will provide escalation support for customer service issues, and follow through to resolution to improve the customer experience for web sites that are seen and used by millions of people every day all over the world. Your contributions will ensure the best possible user experience for everyone who visits our web sites 24 hours a day, every day of the year, all over the world.

Job Requirements

WHAT YOU WILL DO

  • 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 in English
  • Provide training and guidance to junior team members

WHAT YOU MUST HAVE

  • Bachelor’s degree and/or equivalent work experience
  • Have 1+ years experienced providing Tier 2 support
  • Experience providing customer service via public forums
  • Experience with trouble shooting and documenting software related problems
  • Experience with quality assurance, desktop support or writing background
  • Must be comfortable with adult material
  • Must be at least 21 years old or older

WHAT IS PREFERABLE TO HAVE

  • 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
  • Able to work full time with the following schedule: Tuesday to Saturday, 12:00am – 8:30am
  • Proficient with Microsoft Office products
  • Able to communicate with customers clearly and concisely (verbal and written) with proper grammar and syntax
  • Able to understand and write basic HTML
  • Adept at multi-tasking and work well under pressure

WHAT YOU SHOULD BE ABLE TO DEMONSTRATE

  • Have a “can do" attitude & personality
  • Be dependable and a self-starter
  • Should have a high degree of honesty and integrity
  • Should be a team-player, positive attitude and flexible
  • Some experience with Perl or SQL is desirable but not required
  • Bilingual and fluent in second language is a plus and not required (Spanish or Romanian preferred)  

REPORTING TO THIS POSITION: No direct reports

PERKS

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 5% match on eligible earnings with no vesting period
  • Medical (Kaiser HMO, Aetna PPO), Dental, and Vision 
  • Flexible Spending Account for Healthcare and Dependent Care
  • Life Insurance, AD&D, LTD and Short and Long Term Disability
  • Paid Time Off (20 days PTO) and Holiday Pay (12 company paid holidays off)
  • Employee Assistance Program
  • Commuter Benefits
  • 529 Education Plan
  • Tuition Reimbursement
  • Health Club Reimbursement 

ABOUT US

FriendFinder Networks is an international leader in social media founded in 1996 by Andrew Conru.  Originally started as a main-stream social networking site, the company quickly adapted to consumer preferences, and branched out into different social media verticals. Andrew Conru is still directing FriendFinder Networks’ vision for pioneering new development of innovative and social media technology connecting people every day all over the world.

OUR HUMANITY (Equal Opportunity Employer)

At FriendFinder Networks we are proud to celebrate diversity of people for the benefit of our employees, our products, and the global community we all belong to.  

It is the policy of FriendFinder Networks Inc., and its subsidiaries, to provide equal employment opportunities to all employees and applicants for employment.   All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment or services are not subjected to discrimination on the basis of age, race, color, sex, sexual orientation, gender identity, national origin, ancestry, medical condition, disability, marital status, religious or political preferences or union affiliation.

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