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Community Support Specialist

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We are looking for a Community Support Specialist to support the community and social support team for this top tech company, whose goal is to help users across the web find answers to their questions through expert help. This specific role will focus on supporting community forum operations as well as some additional work supporting our social support channels.

The Role:
You 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 resolving some general technical issues and problem solving. This will include weekend work when our forum and social channels receive the most traffic. The community manager will provide an escalation path for questions you are unable to answer. In addition there will be additional special projects related to external expert content such as newsletters and expert site content development.

Responsibilities:
*Respond to social posts 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 social support
*Maintain a ‘healthy’ environment by removing spam, duplicating threads to already existing content, and directing people to other existing help content.
*Responsible for escalating new issues to Community Manager and duping threads to any mega threads created
*Respond to outside expert escalations.
*Assist with forum, social, and community based projects as they arise
*Continue to develop strong product knowledge
**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
Excellent written and oral communication skills
Technical expertise and knowledge of the online space
Proven good judgment in navigating and resolving sensitive situations.
Strong time management skills
Willingness to learn new technologies
Knowledge of Google apps preferred

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