Content Moderator - Las Vegas

Position Overview:

TikTok is the newest social media network for short-form videos. The Content Moderator position is responsible for ensuring legal compliance and safety of content uploaded to the platform. Content moderators are key roles that serve as an important first line of defense in protecting social media users from exposure to inappropriate, disturbing and potentially unsafe online content.

Note: This position may start as a work-from-home position and will transition to onsite within our contact center at a later time, in accordance with health and safety recommendations from local government and our organization.

Specific Responsibilities May Include:

• Review videos, posts, comments, reviews, photos and live streaming content according to the social network’s policies, workflows and targets, which may include graphic, violent, sexual, explicit, political, profane and otherwise highly disturbing content
• Uphold a high standard of accuracy and quality while fulfilling job responsibilities
• Participate in frequent refresher training to always conduct correct moderating policies
• Add accurate metadata/tags to content items, identify and escalate potential risks to relevant teams
• Make suggestions for improving efficiency
• Draw up daily activity report

Required Experience, Skills & Competencies:

• Demonstrated stable job tenure
• Social media savvy
• Strong emotional intelligence and resilience
• Sound coping, emotion regulation, and stress-management skills
• Ability to to perform duties objectively, devoid of inherent biases or personal beliefs
• Accurate and critical work attitude
• Proclivity towards complying with procedures, policies and objectives set in place and taking a disciplined approach when undertaking tasks
• Strong prioritization skills
• Ability to think critically and make quick decisions
• Enthusiastic and proactive team player
• Collaborative and has a growth mindset
• Strong spelling, grammar, and reading skills
• Experience in content or community moderation is a plus
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week (subject to change based on business needs)
• High school diploma or equivalent

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family.

Location of Work:

This position will require all team members to work on site. Our site is ran in accordance with health and safety recommendations from local government and our organization. The contact center is located in Las Vegas, NV. All team members must be able to commute to and from site for all scheduled shifts which also includes during training.

Position Overview:

The Customer Service (CSR) role provides world-class customer service and sales support to customers through a variety of support channels in a contact center environment. CSRs are expected to understand user needs and assist with general inquiries, product support, service recommendation, and basic technical issues via multiple contact channels (phone/email/chat). They provide excellent customer service through active listening and aims to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding

Specific Responsibilities May Include:

• Ensure excellent customer satisfaction and excellent customer service skills are delivered
• Assist users with general inquiries, product support, service recommendation, and basic technical issues in a diverse technology environment (via phone/email/chat)
• Respond appropriately to customer escalations
• Work with other frontline team members to resolve or properly close help tickets
• Manage an individual ticket queue
• Follow the directions of management and provide feedback
• Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues
• Demonstrate interpersonal skills and is able to provide empathy for customer’s situation
• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)
• Work with confidential business and Customer information and treat it sensitively in line with regulatory and compliance policies
• Take Team Leader’s direction on areas of improvement and drives to meet team success goals
• Have the ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• 1-2 years of interactive customer service experience providing customer issue resolution
• Minimum typing speed of 35 WPM with excellent spelling and grammar
• Very customer service focused, able to deal with customers in a friendly and polite manner
• Passionate about customer service and being an advocate for our customers
• Strong analytical, problem-solving, and troubleshooting skills
• An effective team player who can also work independently
• Comfortable working in a fast-paced environment and able to adapt to change efficiently
• Proven ability to deal with problems and solve them effectively
• Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms
• Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week. Training schedule: Monday - Friday between 8:00 am to 6:00 pm PST up to 6 weeks (subject to change based on business needs)
• High school diploma or equivalent

Preferred Experience, Skills & Competencies:

• Previous contact center experience providing omnichannel support
• Previous experience working in the TV streaming industry or similar industry
• Knowledge of TV and interactive media technology, terminology and equipment

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Job Type: Full-time

Salary: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Work Location: One location

Salary : $15 - $16