Social Media Support Specialist - Onsite

About the position

The Social Media Support Specialist provides high-touch concierge level help desk and case management support for select advertisers or users on social media platforms. This role interfaces with social media users and account managers to resolve tickets via chats/emails, or through the Internet depending upon client requirements as well as provide continuous improvement for sellers and advertising. As a Social Media Resolution Specialist, you'll join an organically diverse team from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as our 'game-changers.' Together, we help the world's best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we're looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

Responsibilities
• Ensure all service delivered meets contractual Key Performance Indicator ('KPIs')
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• 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
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• Maintain broad knowledge of client products and/or service
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• Act as a help desk for any escalated high-level users including advertisers, sellers and public figures with urgent issues
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• Troubleshooting time sensitive issues which can include campaigns, ads and marketing
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• Research and correct issues with payments and payment sources
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• Ensure advertising campaigns are following all legal requirements which may include the advertiser and organization spend
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• Ensuring proactive and ongoing communication with users as the issue evolves throughout its case life
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• Navigating internal stakeholder needs both for the standard help desk and escalation help desk
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• Collaborating as a team whether assigned to the Standard or Escalations desk to ensure the most efficient resolution for users
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• Resolving tickets generated from both the internal and external stakeholders while maintaining a white glove level of service

Requirements
• Ability to maintain tracking of all communications through phone, email and chat as well as those communications with other internal support team members
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• Ability to self-diagnose and flag both common and abnormal issues and escalate when appropriate
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• Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce
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• Resolution mindset, proven experience helping users navigate the client online platform tools to a solution
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• Meticulous attention to detail with strong organizational skills with the ability to prioritize levels of urgency within an assigned case load and track those over time
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• Tolerance for repetitive work in a fast-paced, high production work environment
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• Ability to work as a team member, as well as independently and collaboratively
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• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone both written and verbal
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• 18 Years of age or older with a completed High School Diploma or GED required
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• Minimum of 1 to 3 Years of experience in Call Center Customer Service, Technical Support, Office Administrative, Social Media related or a combination
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• Able to rotate shifts, as needed as often as monthly - Flexibility for morning, evening and possible overnight shifts
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• Strong computer navigation skills and PC Knowledge
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• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Nice-to-haves

Benefits
• $20 Hourly Wage
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• 401K with company match; paid PTO and holidays
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• Medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)
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• Health and wellness programs with trained partners to help promote a healthy you
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• Mentorship programs that support your rewarding career journey
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• A modern, state-of-the-art office setting with advanced technologies and a great team
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• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

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