Social Media Support Specialist

Social Media Support Specialist

The Social Media Support Specialist onsite in Austin 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.

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns "World's Best Workplaces," "Best Company Culture," and "Best Companies for Career Growth" awards every year? Then a Social Media Support Specialist position at Concentrix is just the right place for you!

As a Social Media Support 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 "game-changers." Together, we help the world's best-known brands power a world that works 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 outstanding customer experiences as we are.

This is a great opportunity to reimagine an all-new career journey and develop "friends for life" at the same time. We'll give you all the training, technologies, and continuing support you'll need to succeed. Plus, at Concentrix, there's real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

As a Social Media Support Specialist, you will :

• 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
• Ensuring proactive and ongoing communication with users as the issue evolves throughout its case life
• Navigating internal stakeholder needs both for the standard help desk and escalation help desk
• Collaborating as a team whether assigned to the Standard or Escalations desk to ensure the most efficient resolution for users
• Resolving tickets generated from both the internal and external stakeholders while maintaining a white glove level of service

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Social Media Support Specialist role include :

Additional requirements :

Employment for this position will begin onsite in office at 11800 Alterra Pkwy Austin, TX 78758. The employment location may change at any time this year from this address to the downtown Austin location at 300 W 6th St, Austin, TX 78701 and all candidates must be flexible to attend onsite employment at this office location in the future.

One of our company's Culture Beliefs says, "We champion our people." That's why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to aid in your career path and in your personal development. In this role, you'll also be provided with :

Reimagine the best version of you! If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their "employer of choice."