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Customer Service Tier 2

Website FriendFinder Networks

WHAT WE WANT

FriendFinder Networks is looking for a talented bilingual Customer Service 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.

 

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 and Spanish
  • Provide training and guidance to junior team members

WHAT YOU MUST HAVE

  • Bachelor’s degree or equivalent work experience
  • 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

WHAT YOU SHOULD 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: To Be Determined (weekends, days, and evenings 1st and 2nd shifts as required by business needs)
  • Proficient with Microsoft Office products
  • Command of English; bilingual preferably with Spanish, and able to communicate with customers clearly and concisely (verbal and written) with proper grammar and syntax
  • Able to understand and write basic HTML
  • Ability to multi-tasking and work well under pressure
  • Have a “can do” attitude & personality
  • Must be dependable and a self-starter
  • Should have a high degree of honesty and integrity
  • Must be a team-player, positive attitude and flexible
  • Prior experience with Perl or SQL is desirable but not required
  • Must be comfortable with adult material
  • Must be at least 21 years old or older

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 6% match on eligible earnings with no vesting period
  • Medical (Kaiser HMO, Blue Cross 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
  • Tuition Reimbursement
  • Health Club Reimbursement

 

WORKING WITH US

 

WE ARE PASSIONATE ABOUT WHAT WE DO

Not only do we love what we do, but we truly believe in it. We grow through positive education, skill training, courses, big stories, and big dreams. We are constantly improving and striving for perfection to revolutionize and enhance the lives of our members.

 

WE CARE ABOUT PEOPLE

The main precondition of any relationship is the ability to put ourselves in someone else’s shoes to truly understand them. Satisfied customers, employees, and business partners are not just a cog in the wheel, but the main ingredient of the company’s success.

 

WE EMBRACE DIVERSITY IN ALL FORMS

FriendFinder Networks has embraced diversity from the beginning of its history dating back to the mid 1990s. We created the first online personals sites for gays and lesbians, for non-English-speaking audiences, and for those who enjoy what was once called “alternative lifestyles”. Headquartered in San Francisco / Silicon Valley and staffed throughout the world, our team also relies on diversity of background, perspectives, and ideas.

To apply for this job email your details to kschmidt@ffn.com

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