Social Media Support Specialist (Hybrid)

Concentrix • Austin, TX

110d • $22 • Remote

About The Position

The Social Media Support Specialist onsite in Austin provides high-touch concierge level help desk and case management support for select advertisers or users on social media platforms. This role interfaces with social media users and account managers to resolve tickets via chats/emails, or through the Internet depending upon client requirements as well as provide continuous improvement for sellers and advertising. (We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.)

Requirements

• Exceptional communication with a high level of patience and emotional intelligence for customers via chat, email, tickets and inbound/outbound phone calls
• 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 clearly 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 case load and track those over time
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work well 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
• Must reside in the United States and have a valid U.S. address for residence

Nice To Haves

• BA preferred
• Minimum of 1 to 3 Years of experience in Call Center Customer Service, Technical Support, Office Administrative and Social Media
• Strong computer navigation skills and PC Knowledge
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Responsibilities

• Ensure all service delivered meets contractual Key Performance Indicator (‘KPIs')
• Clarify customer/user requirements; probe for understanding, 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
• Strong written and verbal communication skills with customers and internal partners via chat, email, tickets, in person and during inbound/outbound phone calls

Benefits

• Base salary of $22/hr plus incentives that align with individual and company performance
• Medical, dental, and vision insurance
• Comprehensive employee assistance program (EAP)
• 401(k) retirement plan
• Paid time off and holidays
• Paid training days
• DailyPay enrollment option to access pay 'early'
• Company networking opportunities with organized groups
• Health and wellness programs
• Mentorship programs
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED