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Community Specialist

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In this role you will be supporting a streaming media device that allows consumers to play online content such as Netflix, Hulu, and Rdio on the HDMI television. We are looking for a Community Support Specialist to support the community and social support team, whose goal is to help users across the web find answers to their questions through expert help. This specific role will focus on supporting our community forum operations as well as some additional work supporting our social support channels.

The Role will be providing customer service and technical support to customers in the product forum and on social media. The work will consist of community health activities such as marking spam, duplicating repeat questions, redirecting users who are in the wrong forum, and technical troubleshooting on the forum and on our Twitter channel. This will include weekend work when our forum and social channels receive the most traffic. The Chromecast community manager will provide an escalation path for questions the TVC is unable to answer. There will be additional special projects related to external expert experts such as newsletters and expert site content development.

Responsibilities:
*Respond to Twitter mentions and forum threads within a 4 hr or 24 hr SLA respectively
*Create clear, concise, and accurate answers to user questions
*Follow up/close the loop on user issues in the forum and on Twitter; must comprehend complex user issues and be able to determine appropriate troubleshooting steps
*Maintain a ‘healthy’ environment by removing spam, duplicating threads to already existing content, directing people to other existing help content, and escalating "trolls" to the Community Manager
*Responsible for escalating new issues to Community Manager and duping threads to any mega threads created
*Respond to outside expert escalations in the forum and on social
*Assist with forum, social, and community based projects as they arise
*Continue to develop strong product knowledge
*Technical troubleshooting - understand user issues and inquiries, determine proper troubleshooting steps and/or help articles, and communicate with users until resolution
**Rotating Weekend Coverage schedule - Non weekend schedule Monday through Friday 9-6 PM / Weekend Schedule Monday through Thursday 9-6 PM, Friday off, Saturday and Sunday 4 hour minimum (flexible 4 hours need to be worked within a standard business hour day 9-6PM)

Job Qualifications:
BA/BS or 3 years equivalent experience in Marketing/ Social Media Marketing
Able to understand social media idioms and casual expressions used on social media platforms.
Exceptional understanding and ability to read and write the english spoken word
Technical expertise and knowledge of the online space
In depth knowledge of social platforms, channels, and forums
Ability to troubleshoot technical inquiries, resolve, and communicate
Proven good judgment in navigating and resolving sensitive situations.
Strong time management skills
Ability to learn and master new technologies
Knowledge of Google apps

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