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 Customer Care Associate Mobile Community Analyst Job
Publication or Company The New York Times Newspaper
Job Title Customer Care Associate Mobile Community Analyst Job
Industry Internet/Online/New Media, Marketing, Newspapers, Public Relations
Salary Negotiable
Benefits
Job Duration Full Time
Job Location New York, NY
Job Requirements Job Description:

The New York Times is searching for a talented, energetic, tech savvy, problem solver with strong analytics to join our rapidly expanding Customer Care organization team. This position will work closely with product, technology & marketing. The ideal candidate will have a passion for The New York Times and the mobile / social landscape, and will be an integral part of the core team responsible for building and managing our vast portfolio of innovative mobile products.

Other responsibilities and key areas of accountability:

Triage, research, diagnose and resolve technical problems

Excellent oral, written communication skills, interpersonal skills and excellent customer service skills

Troubleshoot and communicate with internal teams on the results of new product features, QA and bug fixes.

Work to train customer care agents and improve their daily work processes & work flows

Ability to prioritize and manage multiple tasks & projects to ensure all assigned tasks are completed in a timely manner

Attend and actively participate in cross-departmental meetings. Attend sprint planning sessions and scrums to ensure that information tied to new launches and open/resolved bugs is funneled back into our response templates

Create and update mobile response templates and work with learning & development on agent training of mobile

Monitor, track and engage with customers in a unified and consistent voice across other touch points including app stores (e.g. respond to users on Google Play), Twitter, etc.

Create weekly recaps that synthesize the voice of the customer based on data from multiple channels (emails, calls, app stores, Twitter, etc.)

Ensure we have uniform and customer-friendly language across our FAQs, Help pages, and Marketing

Willingness to travel

Other ad hoc projects and requests as assigned

Minimum Requirements:

Two-three years of prior customer service experience is desirable but not required. Key attributes required for this position include: deep collaboration skills, a desire to improve The New York Times customer experience with our mobile products, excellent analytical and presentation skills, and knowledge Excel & Power Point. Bachelorís degree required.

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Company Information:

The New York Times Company, a leading global, multimedia news and information company with 2012 revenues of $2.0 billion, includes The New York Times, the International Herald Tribune, The Boston Globe, NYTimes.com , BostonGlobe.com , Boston.com, and related properties. The Companyís core purpose is to enhance society by creating, collecting and distributing high-quality news and information.

EEO Statement:

The New York Times Company is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national
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