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Social Media Support Specialist

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The functional area of this role focuses on this tech giant's end users. Overall, we want to connect people looking for help or education in social media channels and provide
the best experience by resolving issues, listening to feedback, and participating in discussion.
The role:
-You will be the voice of support by communicating with customers on Twitter, Google+, and Facebook. You will answer customers’ questions about products.
-You will troubleshoot with users and process suggestions, bugs, and other information to ensure they are constantly improving the user experience.
-You will encourage more people to interact and participate in online communities.
-You will track trends/feedback for the products you support.
-You will create a playbook of social responses for the product(s) you support.

Responsibilities:
-Interface with customers and answer support queries coming in through Twitter.
-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:
-BA/BS or 3 years equivalent experience.
-People person - ability to connect to others.
-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.
-Experience in social media customer support.
-Technical background is required.
-Ability to explain complicated technical matters in layman's terms.

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