Social Media Support Specialist

Customer Service and Support

Job Title: Social Media Support Specialist

Job Description: The Social Media Support Specialist 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.

CAREER GROWTH AND PERSONAL DEVELOPMENT

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.

WHAT YOU WILL DO IN THIS ROLE

• Ensure all service delivered meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer/user requirements; probe for understanding and use decision-support tools and resources to resolve non-standard/unstructured customer issues
• Maintain broad knowledge of client products and/or service
• Act as a help desk for escalated high-level users including advertisers, sellers, and public figures with urgent issues
• Troubleshoot time-sensitive issues, including campaigns, ads, and marketing
• Research and correct issues with payments and payment sources
• Ensure advertising campaigns comply with legal requirements
• Ensure proactive and ongoing communication with users throughout the issue resolution process
• Navigating internal stakeholder needs for both standard and escalation help desks
• Collaborate as a team to ensure efficient resolutions for users
• Resolve tickets from both internal and external stakeholders while maintaining a high level of service

YOUR QUALIFICATIONS

• Ability to maintain tracking of all communications through phone, email, and chat
• Self-diagnose and flag common and abnormal issues and escalate when appropriate
• Strong written and verbal communication skills
• Resolution mindset with proven experience in helping users navigate online platform tools
• Attention to detail and strong organizational skills
• Tolerance for repetitive work in a fast-paced environment
• Ability to work as a team member and independently
• Demonstrate patience and professionalism in customer interactions

ADDITIONAL REQUIREMENTS

• 18 years or older with a High School Diploma or GED required
• 1 to 3 years of experience in related fields
• Ability to rotate shifts as needed
• Strong computer navigation skills
• Safe workspace for remote orientation

Employment for this position will begin onsite at 11800 Alterra Pkwy, Austin, TX 78758.

WHAT’S IN IT FOR YOU

• $20 Hourly Wage
• 401K with company match; paid PTO and holidays
• Medical, dental, and vision insurance; and an Employee Assistance Program (EAP)
• Health and wellness programs
• Mentorship programs
• Modern office setting with advanced technologies

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.