Social Media Support 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 escalated high-level users including advertisers, sellers and public figures with urgent issues
• Troubleshoot 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 including advertiser and organization spend
• Maintain proactive and ongoing communication with users as the issue evolves throughout its case life
• Navigate internal stakeholder needs for both standard and escalation help desk
• Collaborate with team members to ensure efficient resolution for users
• Resolve tickets from internal and external stakeholders while maintaining a high level of service
• Communicate effectively via chat, email, tickets, in person, and phone calls

Requirements

• Exceptional communication skills with high patience and emotional intelligence for customers via chat, email, tickets, and inbound/outbound calls
• Ability to maintain tracking of all communications and support team interactions
• Self-diagnose and escalate issues appropriately
• Strong written and verbal communication skills, with ability to document complex bugs and reproduction steps
• Resolution mindset with experience helping users navigate online platform tools
• Meticulous attention to detail and strong organizational skills to prioritize cases
• Tolerance for repetitive work in a fast-paced environment
• Ability to work well independently and as part of a team
• 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 high school diploma or GED; BA preferred
• Minimum of 1 to 3 years of experience in call center customer service, technical support, office administrative, or social media support
• Flexibility to rotate shifts including mornings, evenings, and overnights as needed
• Strong computer navigation skills and PC knowledge
• Skilled in multi-tasking and adaptable to change

Nice to Have

• Experience with social media platforms and tools
• Additional language skills

Qualifications

• High School Diploma or GED required; BA preferred
• 18 years of age or older
• Experience in customer service, technical support, or social media support
• Ability to work flexible shifts including mornings, evenings, and overnights

Benefits & Perks

• Base salary of $22/hr plus performance incentives
• Medical, dental, and vision insurance
• Employee assistance program (EAP)
• 401(k) retirement plan
• Paid time off and holidays
• Paid training days
• DailyPay early pay access
• Networking opportunities with diverse groups
• Health and wellness programs
• Mentorship programs
• Modern office with advanced technologies
• Programs supporting diversity, equity, inclusion, sustainability, and community