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Social Media Support Specialist

Responsibilities:

  • Provide excellent support to Workplace customers and admins, including company executives, on social media platforms
  • Monitor social media posts, identify trends and follow proper escalation procedures
  • Confidently answer questions in a timely and accurate way to ensure a high level of customer satisfaction
  • Represent the Workplace brand and voice in a professional manne
  • Be a Workplace expert and stay current with system/product information, changes and updates
  • Effectively troubleshoot and resolve issues reported by customers
  • Drive to meet or exceed daily performance metrics related to key performance indicators
  • Answer inbound support inquiries during downtime

 

Experience:

  • Minimum of 2 years of experience working with social media platforms in a professional setting
  • Minimum of 2 years of experience working in an inbound support role
  • Strong familiarity with social media platforms and best practices
  • Technical and/or B2B support experience is desired
  • Experience with ticketing software such as Zendesk, Netsuite, etc. is desired

 

Qualifications:

  • Effective listening and communication skills
  • Ability to clearly explain technical steps to a non-tech savvy audience
  • Strong attention to detail
  • Team oriented with a 'get it done' attitude
  • Ability to multitask and work in a fast-paced environment

 

Education:

BS/BA Degree

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