Social Media Support Specialist (6908974)

Menlo Park, CA
Job Terms:
posted by:
Kylie Sarpa

Job Description:

This TOP social media company in Menlo Park, CA was built to help people connect and share. Over the last decade their tools have played a critical part in changing how people around the world communicate with one another. With over a billion people using the service and more than fifty offices around the globe, a career at this company offers countless ways to make an impact in a fast growing organization.

•Provide excellent support to Workplace customers and admins, including company executives, on social media platforms
•Monitor social media posts, identify trends and follow proper escalation procedures
•Confidently answer questions in a timely and accurate way to ensure a high level of customer satisfaction
•Represent the Workplace brand and voice in a professional manner
•Be a Workplace expert and stay current with system/product information, changes and updates
•Effectively troubleshoot and resolve issues reported by customers
•Drive to meet or exceed daily performance metrics related to key performance indicators
•Answer inbound support inquiries during downtime

•Minimum of 2 years of experience working with social media platforms in a professional setting
•Minimum of 2 years of experience working in an inbound support role
•Strong familiarity with social media platforms and best practices
•Technical and/or B2B support experience is desired
•Experience with ticketing software such as Zendesk, Netsuite, etc. is desired

•Effective listening and communication skills
•Ability to clearly explain technical steps to a non-tech savvy audience
•Strong attention to detail
•Team oriented with a 'get it done' attitude
•Ability to multitask and work in a fast-paced environment

BS/BA Degree

***Background check is required for this position.***