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Community Specialist

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In this role you will be the go-to person for the day-to-day management of social and community platforms. You will be the community platforms admin in charge of maintaining, updating settings and content as well as users when required. You will be providing high touch support to this top tech company's customers leveraging online resources such as help center and knowledge base articles and escalate to higher level support when required. You will be compiling weekly reports on the communities you manage based on communicated metrics as well identify trends and edge cases.

Responsibilities:
-Monitor agent and customer activity on social and community platforms and provide accurate, timely and actionable high level and more granular reports across a wide range of metrics
-Meet set support related goals when applicable
-Contribute to the support of our social and community channels as needed and handle escalations from customers and internal users
-Identify, flag, resolve and report trends, edge cases and other critical incidents. Escalate as needed.
-Maintain and provide high touch support to the Forum and Trusted Tester portal users.
-Suggest and implement workflow and platform optimizations.
-Support current and prospective customers across social media and community platforms as needed

Minimum Requirements:
-Bachelor's degree
-Experience with customer support and contact centers (1-2 Years)
-Experience with social media and communities management (1-2 Years)
-Excellent written communications record and attention to detail
-Experience with compiling reports

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