Social Media Case Managment Specialist - Hybrid

About the Role

Key Responsibilities

• Ensure all service delivered meets contractual Key Performance Indicator (‘KPIs')
• Clarify customer/user requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Maintain broad knowledge of client products and/or service
• Act as a help desk for any escalated high-level users including advertisers, sellers and public figures with urgent issues
• Troubleshooting time sensitive issues which can include campaigns, ads and marketing
• Research and correct issues with payments and payment sources
• Ensure advertising campaigns are following all legal requirements which may include the advertiser and organization spend
• Ensure proactive and ongoing communication with users as the issue evolves throughout its case life
• Navigate internal stakeholder needs both for the standard help desk and escalation help desk
• Collaborate as a team whether assigned to the Standard or Escalations desk to ensure the most efficient resolution for users
• Resolve tickets generated from both the internal and external stakeholders while maintaining a white glove level of service
• Communicate effectively via chat, email, tickets, in person, and during inbound/outbound phone calls

Requirements

• Exceptional communication with a high level of patience and emotional intelligence for customers via chat, email, tickets and 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
• Self-diagnose and escalate both common and abnormal issues when appropriate
• Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce
• Meticulous attention to detail with strong organizational skills and the 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
• Must reside in the United States and have a valid U.S. address for residence
• 18 Years of age or older with a completed 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
• Able 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; including the ability to be flexible and adapt to changes quickly
• Employment for this position is hybrid - employees are required to be flexible to work at home and onsite in Austin, TX

Nice to Have

• Experience with social media platforms and client online platform tools
• Experience in customer support or technical support roles
• Ability to handle high-pressure situations with patience and professionalism

Qualifications

• High School Diploma or GED (required), BA preferred
• 1 to 3 years of experience in customer service, technical support, or social media roles
• Ability to work flexible shifts including mornings, evenings, and overnights
• Must reside in the United States with a valid U.S. address

Benefits & Perks

• Paid training and paid holidays
• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and holidays
• Paid training days
• DailyPay enrollment option to access pay early
• Company networking opportunities and organized affinity groups
• Health and wellness programs
• Mentorship programs
• Modern office setting with advanced technologies
• Programs supporting diversity, equity, inclusion, sustainability, and community