Concentrix
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 :
Ability to maintain tracking of all communications through phone, email and chat as well as those communications with other internal support team members
Ability to self‑diagnose and flag both common and abnormal issues and escalate when appropriate
Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce
Resolution mindset, proven experience helping users navigate the client online platform tools to a solution
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
Tolerance for repetitive work in a fast‑paced, high production work environment
Ability to work as a team member, as well as independently and collaboratively
Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone both written and verbal
Must reside in the United States and have a valid U.S. address for residence
Additional requirements :
18 Years of age or older with a completed High School Diploma or GED required, BA preferred
Minimum of 1 to 3 Years of experience in Call Center Customer Service, Technical Support, Office Administrative and Social Media
Able to rotate shifts, as needed as often as monthly Flexibility for morning, evening and possible overnight shifts
Strong computer navigation skills and PC Knowledge
Skilled in multi‑tasking; including the ability to be flexible and adapt to changes quickly
This position is onsite in Austin, employees must be willing to work in person onsite
Employees may be asked to use their personal computer / tablet in addition to the company equipment shipped to them for the first 3 days of employment. During this time the employee will work at home (during orientation only) Employees will transition onsite after day 3 permanently and will bring the company equipment (shipped to home) with them to the site.
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 :
The base salary for this position is $20 / hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics : Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state‑of‑the‑art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
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."
#J-18808-Ljbffr
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 :
Ability to maintain tracking of all communications through phone, email and chat as well as those communications with other internal support team members
Ability to self‑diagnose and flag both common and abnormal issues and escalate when appropriate
Strong written and verbal communication skills, ability to clearly document complex bugs and the steps to reproduce
Resolution mindset, proven experience helping users navigate the client online platform tools to a solution
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
Tolerance for repetitive work in a fast‑paced, high production work environment
Ability to work as a team member, as well as independently and collaboratively
Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone both written and verbal
Must reside in the United States and have a valid U.S. address for residence
Additional requirements :
18 Years of age or older with a completed High School Diploma or GED required, BA preferred
Minimum of 1 to 3 Years of experience in Call Center Customer Service, Technical Support, Office Administrative and Social Media
Able to rotate shifts, as needed as often as monthly Flexibility for morning, evening and possible overnight shifts
Strong computer navigation skills and PC Knowledge
Skilled in multi‑tasking; including the ability to be flexible and adapt to changes quickly
This position is onsite in Austin, employees must be willing to work in person onsite
Employees may be asked to use their personal computer / tablet in addition to the company equipment shipped to them for the first 3 days of employment. During this time the employee will work at home (during orientation only) Employees will transition onsite after day 3 permanently and will bring the company equipment (shipped to home) with them to the site.
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 :
The base salary for this position is $20 / hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics : Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state‑of‑the‑art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
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."
#J-18808-Ljbffr