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Social Media Support Agent

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This role focuses on this top tech company's end users. Overall, they want to connect people looking for help or education in social media channels. They provide the best experience by resolving issues, listening to feedback, and sharing tips & tricks on social media.

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 & maintain a playbook of social responses for the product(s) you support.

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

Minimum Qualifications:
High school diploma required.
BA/BS or 3 years equivalent experience.
People person - ability to connect to others.
Excellent communication skills (written and oral), impeccable grammar, strong attention to detail, and the ability to write in a brand's voice.
Technologically savvy.
Experience using Social Media (Twitter knowledge a must, Google+ and Facebook preferable), can be for personal use.

Preferred Skills/Experience:
Experience representing a company, brand, or product on social media.
Experience in social media customer support.
Proven good judgment in navigating and resolving sensitive situations.
Ability to explain complicated technical matters in layman's terms.
Knowledge of photos/photo products.
Ability to ramp up quickly.

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