Social Media Support Specialist (Hybrid)

Social Media Support Specialist (Hybrid)

Join a world-class team in Austin TX, as a 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 Fortune 500 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 the right place for you!

As a Social Media Support Specialist, you'll join an organically diverse team from around the globe where all members contribute to and support each other's success and wellbeing, proudly united as "game-changers." Together, we serve as the intelligent transformation partner for the world's best-known brands, delivering exceptional customer experiences with tech-powered innovation.

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 ongoing 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 no-cost 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
• Deliver expert customer experienceswith a smile.

Your skills, integrity, 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 given the opportunity to work from home with the company equipment shipped to them. This will require a secured and private space and home internet that meets or exceeds the required internet speed for the role.
• Employment for this position will begin onsite in office at 300 W 6th St, Austin, TX 78701.

What's in it for you:

• The base salary range for this position is $22- $24/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. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a 401(k) retirement plan, paid time off, and holidays.
• Paid training and lucrative employee referral program.
• DailyPay enrollment option to access pay "early," when you want it.
• 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 inclusion and belonging, as well as global citizenship, sustainability, and community support.
• 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, Wise Owls (experienced), and more.

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 half a million game-changers around the globe call Concentrix their "employer of choice."

We accept applications for this position on an ongoing basis. It is currently for an existing, immediate vacancy; however, we are also considering applications for future opportunities as they arise. We encourage all interested candidates to apply.