Social Support Specialist

Apr 18, 2014
May 18, 2014
. .
Full Time
The Social Support Specialist is responsible for all customer inquiries including (but not limited to) general purchase questions, order fulfillment, education, training and problem solving across all Cubify product lines.

Effectively handles social media and online customer inquiries while ensuring customer/consumer satisfaction by supporting 3D Systems and Cubify platforms that will include response time, Customer Satisfaction, and retention.
Work with Digital Marketing Team and the Contact Center Leadership Team to create and execute a Social strategy for Customer Service related inquiries and posts.
Act as a liaison with sales personnel, product managers and marketing to meet and exceed customer expectations.
Maintain working knowledge of all company products, services, and promotions.
Answer inbound emails and calls to ensure complete customer loyalty.
Communicate progress, changes, and all issues to customers and manufacturing in a timely manner
Assist other team members with workload as required
Own problems and provide solutions
Master nuances of online system and back office management software
Education and Training:

Bachelor's Degree preferred; 0 to 2 years related experience and/or training; equivalent combination of education and experience.


Number of Years of Related Work Experience: Less than 1 year
Experience working directly with customers is a must.
Knowledge, Skills & Abilities:

Able to quickly adapt to the fast changing 3D printing industry
Strong understanding of how to use a variety of social media platforms, tools, and technologies (i.e. blogs, forums, consumer review sites, Twitter, Facebook, LinkedIn, YouTube, Pinterest, Foursquare, etc.) is a professional setting
Microsoft Office software
Review and understand 3D CAD
Ability to work non-standard hours required