Residential Sales Specialist
WM
Social Media Support Specialist
Concentrix
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $22 per hour
Job Level
Junior
About the role
- Provide high-touch concierge level help desk and case management support for select advertisers or users on social media platforms
- Interface with social media users and account managers to resolve tickets via chat, email, phone, or Internet depending on client requirements
- Ensure all service delivered meets contractual Key Performance Indicator (KPIs)
- Clarify customer/user requirements, probe for understanding, and use decision-support tools to resolve non-standard/unstructured issues
- Maintain broad knowledge of client products and/or services
- Act as a help desk for escalated high-level users including advertisers, sellers and public figures with urgent issues
- Troubleshoot time-sensitive issues including campaigns, ads and marketing
- Research and correct issues with payments and payment sources
- Ensure advertising campaigns follow legal requirements related to advertiser and organization spend
- Provide proactive and ongoing communication with users throughout case life
- Navigate internal stakeholder needs for standard and escalation help desks
- Collaborate with team members to ensure efficient resolutions and maintain white-glove level of service
- Resolve tickets generated from both internal and external stakeholders while documenting complex bugs and steps to reproduce
Requirements
- Must reside in the United States and have a valid U.S. address for residence
- 18 Years of age or older
- High School Diploma or GED required, BA preferred
- Minimum of 1 to 3 Years of experience in Call Center Customer Service, Technical Support, Office Administrative and Social Media
- Exceptional communication with a high level of patience and emotional intelligence for customers via chat, email, tickets and inbound/outbound phone calls
- Strong written and verbal communication skills with customers and internal partners via chat, email, tickets, in person and during inbound/outbound phone calls
- Ability to maintain tracking of all communications through phone, email and chat as well as those communications with other internal support team members
- Ability to self-diagnose and flag both common and abnormal issues and escalate when appropriate
- Meticulous attention to detail with strong organizational skills and ability to prioritize urgency within an assigned case load
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work well as a team member, as well as independently and collaboratively
- Ability to rotate shifts, as needed as often as monthly – flexibility for morning, evening and possible overnight shifts
- Strong computer navigation skills and PC knowledge
- Skilled in multi-tasking and adapting to changes quickly
- Eligibility to work in the United States (legally authorized to work)
