Social Media Support Specialist

About the Role

Key Responsibilities

• Ensure all service delivered meets contractual Key Performance Indicators (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 services.
• Act as a help desk for high-level users including advertisers, sellers, and public figures with urgent issues.
• Troubleshoot time-sensitive issues related to campaigns, ads, and marketing.
• Research and correct issues with payments and payment sources.
• Ensure advertising campaigns follow all legal requirements, including advertiser and organization spend.
• Maintain proactive and ongoing communication with users as issues evolve.
• Navigate internal stakeholder needs for both standard and escalation help desks.
• Collaborate with team members to ensure efficient resolution of tickets from internal and external stakeholders while maintaining a high level of service.

Requirements

• Ability to maintain tracking of all communications through phone, email, and chat, including internal support team interactions.
• Self-diagnose and escalate common and abnormal issues appropriately.
• Strong written and verbal communication skills with the ability to clearly document complex bugs and reproduction steps.
• Meticulous attention to detail and strong organizational skills to prioritize cases and track urgency over time.
• Tolerance for repetitive work in a fast-paced, high-production environment.
• Ability to work independently and as part of a team, demonstrating patience and professionalism in all customer contact situations.
• Must reside in the United States with a valid U.S. address.
• 18 years of age or older with a completed High School Diploma or GED (BA preferred).
• Minimum of 1 to 3 years of experience in call center customer service, technical support, office administration, or social media support.
• Ability to rotate shifts, including mornings, evenings, and possibly overnight shifts.
• Strong computer navigation skills and PC knowledge.
• Skilled in multi-tasking and adaptable to change.
• Willingness to work onsite in Austin, TX, and transition to the specified office locations as needed.

Nice to Have

• Bachelor's degree.

Qualifications

• High school diploma or GED required; BA preferred.
• 1-3 years of relevant experience in customer service, technical support, or social media support.

Benefits & Perks

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