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Community and Social Support Specialist

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*This role includes regular weekend work as part of a 40-hour work week

** Specialist will receive the device(s) they will be supporting to work with during weekend hours and assist with troubleshooting. They will be responsible for the device(s) valued up to $150.00.

Job Overview
The specialist will be expected to have strong in-depth product knowledge and will focus on technical troubleshooting on public forums. The work will primarily consist of resolving user technical issues and providing customer support. Additional responsibilities include triaging and escalating bugs and trending issues as well as community health activities such as marking spam, duplicating repeat questions, redirecting users who are in the wrong forum. This will include weekend work when our forum and social channels receive the most traffic. The specialist will be provided with an escalation path for questions they are unable to answer. In addition there will be additional special projects related to external expert relationship recruitment and management.

Top 3 Daily Responsibilities
- Troubleshoot and respond to social posts and forum threads within a 4 hr or 24 hr SLA respectively
- 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 and Social Leads and duping threads to any mega threads created

Additional Responsibilities
- Follow up/close the loop on user issues in the forum and social support
- Ad hoc project work as needed

Required Skills
- BA/BS Degree (Manager is open to area of study)
- 2-4 years experience providing customer support, preferably in a technical or hardware setting
- 1-2 years experience working in PR, social media marketing or another similar field (preferred, not required)
- Strong English skills for verbal and written communication at all levels
- Self-starter who can manage their own tasks and who will suggest ways to improve upon current processes
- Technical expertise and knowledge of the online space
- Strong time management skills
- Willingness to learn new technologies
- Knowledge of social media platforms and online forums
- Knowledge of Google apps
- Proven good judgment in navigating and resolving sensitive situation                                                                           

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