Job Description
Interface with customers and answer support queries coming in through social media.
Troubleshoot and appropriately escalate issues.
Responsible for managing the social communities across Social Media. This includes social listening, monitoring trends and responding to fans.
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Respond to general inquiries by following operational documentation and directing people to existing help properties and content.Ensure cases are updated properly and assigned the appropriate tag categories .
Process suggestions, bugs, abuse, and other information to ensure we are constantly improving the user experience.
Identify gaps and areas for improvement in execution processes and propose improvement solutions.
Adhere to SLAs as defined for reviewing and acting on cases.
Assist with social projects/special reporting as needed.
Sense of achievement providing excellent customer service in an inbound customer contact environment.
Basic Qualifications
1+ years equivalent working experience required, preferably in customer support via social channels, email, or forums.
People person ability to connect to others.
Excellent communication skills (written and oral, in English), impeccable grammar, strong attention to detail, and the ability to write in a brand's voice are required technical background is required.
Proven good judgment in navigating and resolving sensitive situations. Demonstrate speed, agility, critical thinking, and problem-solving skills in their work, and ability to ramp up quickly.
Attention to detail with the ability to complete a large volume of work quickly and independently.
Flexible and quick learner, able to adapt to continuously evolving client needs and product updates.
Openness to work flexible hours as required, including night shifts, holidays and weekends.
Passion for customer service, with a strong desire to build in-depth product knowledge.
Fast typer without sacrificing quality and grammar.
