Social Media SME

Cognizant is seeking a strong candidate that is passionate about social media, issue resolution, teamwork and process improvement.At the core, you will be providing customer service support and escalation resolution in a social media environment. Punctuality, positive energy, and always willing to learn should be engrained in your DNA. Minimum Qualifications:Bachelor’s degree or equivalent work experienceSocial Media support experienceSchedule flexibility to accept a shift in a 24/7 environment. Consistent shifts will be provided quarterly, and will include evenings, nights, and/or weekends2+ years’ experience in a SME role, working closely with all departments to prioritize efforts with a proven track record of efficient, and high-quality Level 2 support service. 4+ years experience handling customers within a social media environment and maintaining the highest levels of customer satisfactionHighly skilled writers who can create broadcast tweets for known issues when the client team is offlineComfortable communicating with all levels of management, including reporting and RCAsProven ability to handle difficult customer and de-escalate customer facing crisisComfortable communicating with product teams in a technical manner and translating technical and internal terms to easily digestible information for agent and external facing communicationAbility to create broadcast tweets which are extremely visible and scrutinized by the clients leadership, the press, and influencers, and so it is critical that the SME operation is capable in both technical writing, and customizing messaging for social media consumptionAbility to triage and escalate effectively (able to take many users’ reports of a topic and summarize the issue for engineering, product, or PR teams)Soft Skills Required:Able to adapt quickly to changes in workflowsExcellent written, verbal and customer service skillsExcellent organizational skills and detail-oriented approach to problem solvingDemonstrated proficiency in multitasking and prioritizationExcellent computer skillsProject management experience to include an understanding of business process improvement methodsUnderstanding of departmental policies and proceduresAbility to understand and identify issues no matter how they are being described by different types of stakeholdersBackground in writing for customer support, technical, and social media scenariosAbility to translate highly technical language into messaging that is user-friendly and easy to comprehendUnderstanding of the social space (trends, influencers, engagement, things to be cautious of etc.)Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : Mar 01 2022About CognizantCognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us @USJobsCognizant.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email View email address on click.appcast.io with your request and contact information.Job SummaryJob number: 00046837977Date posted : 2022-03-08Profession: Business ProcessesEmployment type: StandardExperience: 3 - 5 years of experience