Social Media Support Specialist

Social Media Support Specialist,

Concentrix, Austin, TX 

Job Description

In this role, you will provide high-touch concierge-level help desk support for select advertisers and sellers on social media platforms. The Social Media Support Specialist position interfaces with social media users and account managers to resolve tickets via chats/emails or the Internet, depending upon client requirements, and provide continuous improvement for sellers and advertising.

What’s in it for you? Perks and Pay:

$20 hourly wage with overnight shift differential and bonus opportunities Equipment provided Comprehensive Benefits including medical, dental, vision, and 401k Savings Plan Endless Career Growth Opportunities Employee Rewards and Recognition Programs An exciting company atmosphere with a welcoming culture driven by Diversity, Inclusivity and Teamwork Wellness programs to help you maintain a better quality of life Employee discount programs Equipment Provided to you

Responsibilities

• Ensure all service delivered meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer/user requirements; probe for understanding, and use decision-support tools and resources to resolve customer issues that are non-standard/unstructured
• and require some clarification or conceptual thinking
• Maintain broad knowledge of client products and/or service
• Act as a help desk for any escalated high-level users, including advertisers, sellers, and public figures with urgent issues
• Troubleshooting time-sensitive issues, which can include campaigns, ads, and marketing
• Research and correct issues with payments and payment sources
• Ensure advertising campaigns are following all legal requirements, which may include the advertiser and organization spend
• Ensuring proactive and ongoing communication with users as the issue evolves throughout its case life
• Navigating internal stakeholder needs both for the standard help desk and escalation help desk
• Collaborating as a team, whether assigned to the Standard or Escalations desk, to ensure the most efficient resolution for users
• Resolving tickets generated from both the internal and external stakeholders while maintaining a white glove level of service

Skills

• Ability to maintain tracking of all communications through phone, email, and chat as well as those communications with other internal support team members
• Ability to self-diagnose and flag both common and abnormal issues and escalate when appropriate
• Strong written and verbal communication skills, ability to document complex bugs and the steps to reproduce
• Resolution mindset, proven experience helping users navigate the client online platform tools to a solution
• Meticulous attention to detail with strong organizational skills with the ability to prioritize levels of urgency within an assigned caseload
• Tolerance for repetitive work in a fast-paced, high-production work environment
• Ability to work as a team member, as well as independently and collaboratively
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone, both written and verbal

Minimum Requirements/Additional Info

• High School Diploma or GED
• At least one year Social Media related experience
• Additional Customer Service, technical, call center, and or Sales experience preferred
• Able to rotate shifts as needed – Flexibility for the morning, evening, and possible overnight shifts
• Strong computer navigation skills and PC Knowledge
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• A quiet, distraction-free location in your home to work.
• Completing an internet speed test to ensure that in-home internet speed meets our requirements will need to be submitted to determine eligibility.
• Equipment provided while working at home must be returned if employment is ended.
• Employees may be asked to use their personal computer/tablet for the first week of employment at home during orientation while equipment is being shipped.

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