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Customer Support Agent

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The purpose of this project is to leverage social media to help customers on Twitter so that they will be happy with this top tech company's products and services and will spread positive word-of-mouth about the brand. You will be providing customer service and technical support to customers. The work includes answering questions regarding products and features, troubleshooting general technical issues with the products and problem solving. A team of Community Managers and Support Managers will provide an escalation path for any customers issues you are unable to assist with. As mobile usage increases, consumers increasingly expect to be able to contact brands and receive customer support through social media channels.

The area: The functional area of this role focuses on our end users. Overall, we want to connect people looking for help or education in social media channels. We provide the best experience we can by resolving issues, listening to feedback, and participating in discussions.

The role:
-You will be the voice of support by communicating with customers on Twitter, Google+, and/or Facebook.
-You will answer customers’ questions about products.
-You will troubleshoot with users and process suggestions, bugs, and other information to ensure we are constantly improving the user experience.
-You will track trends/feedback for the products you support.
-You will create a playbook of social responses for the product(s) you support.
-You will report on insights during launches and assist with other social-related projects/reports as needed.

Responsibilities:
-Interface with customers and answer support queries coming in through Twitter, FB, and/or Google+.
-Troubleshoot and appropriately escalate issues.
-Respond to general inquiries.
-Follow and maintain operational documentation, including approved messaging.
-Assist with social projects/special reporting as needed.

Job qualifications:
-High school diploma required, and BA/BS or 3 years equivalent experience.
-People person - ability to connect to others.
-Passion for tech & enthusiasm for helping troubleshoot issues.
-Excellent communication skills, impeccable grammar, strong attention to detail, and the ability to write in a brand's voice are all required.
-Experience representing a company, brand, or product on social media.
-Career experience in social media customer support.
-Technical background is required.
-Ability to explain complicated technical matters in layman's terms.
-Ability to make sound decisions quickly & work independently.

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