Digital Media Support New Associate
Salary undisclosed
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Role Description
As a Digital Media Support New Associate you will manage customer interactions to increase customer satisfaction and improve service quality. The role is mainly responsible for providing specialized product and tool support for the client’s product and features to improve the customer experience and overall engagement. A Digital Media Support New Associate handles cases related to a social media application. You will be responsible for reviewing support cases submitted by social media application users, responding to a variety of different cases, helping them troubleshoot bugs and applying tags to categorize the cases after closing.
Job Description
Interface with customers and answer support queries coming in through social media
Troubleshoot and appropriately escalate issues
Responsible for managing the social communities across Social Media and Email. This includes social listening, monitoring trends and responding to fans
Respond to general inquiries by following operational documentation and directing people to existing help properties and content
Ensure cases are updated properly and assigned the appropriate tag categories
Process suggestions, bugs, abuse, and other information to ensure we are constantly improving the user experience
Identify gaps and areas for improvement in execution processes and propose improvement solutions
Adhere to SLAs as defined for reviewing and acting on cases
Assist with social projects/special reporting as needed
Sense of achievement providing excellent customer service in an inbound customer contact environment
Job Qualifications
Preferably 1+ years equivalent working experience required, specialized in customer support via social channels, email, or forums
People person ability to connect to others
Excellent communication skills (written and oral, in English), impeccable grammar, strong attention to detail, and the ability to write in a brand's voice are required Technical background is required
Proven good judgment in navigating and resolving sensitive situations Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly
Attention to detail with the ability to complete a large volume of work quickly and independently
Flexible and quick learner, able to adapt to continuously evolving client needs and product updates.
Openness to work flexible hours as required, including night shifts, holidays and weekends
Passion for customer service, with a strong desire to build in-depth product knowledge
Fast typer without sacrificing quality and grammar.
Preferred Qualifications
Experience in social media customer support
Demonstrate knowledge of social media platforms.
Familiarity with Sprinklr Tool is a plus
Experience representing a company, brand, or product on social media
Ability to explain complicated technical matters in basic terms
Hybrid
Rotational Shift 24/7
As a Digital Media Support New Associate you will manage customer interactions to increase customer satisfaction and improve service quality. The role is mainly responsible for providing specialized product and tool support for the client’s product and features to improve the customer experience and overall engagement. A Digital Media Support New Associate handles cases related to a social media application. You will be responsible for reviewing support cases submitted by social media application users, responding to a variety of different cases, helping them troubleshoot bugs and applying tags to categorize the cases after closing.
Job Description
Rotational Shift 24/7
Role Description
As a Digital Media Support New Associate you will manage customer interactions to increase customer satisfaction and improve service quality. The role is mainly responsible for providing specialized product and tool support for the client’s product and features to improve the customer experience and overall engagement. A Digital Media Support New Associate handles cases related to a social media application. You will be responsible for reviewing support cases submitted by social media application users, responding to a variety of different cases, helping them troubleshoot bugs and applying tags to categorize the cases after closing.
Job Description
Interface with customers and answer support queries coming in through social media
Troubleshoot and appropriately escalate issues
Responsible for managing the social communities across Social Media and Email. This includes social listening, monitoring trends and responding to fans
Respond to general inquiries by following operational documentation and directing people to existing help properties and content
Ensure cases are updated properly and assigned the appropriate tag categories
Process suggestions, bugs, abuse, and other information to ensure we are constantly improving the user experience
Identify gaps and areas for improvement in execution processes and propose improvement solutions
Adhere to SLAs as defined for reviewing and acting on cases
Assist with social projects/special reporting as needed
Sense of achievement providing excellent customer service in an inbound customer contact environment
Job Qualifications
Preferably 1+ years equivalent working experience required, specialized in customer support via social channels, email, or forums
People person ability to connect to others
Excellent communication skills (written and oral, in English), impeccable grammar, strong attention to detail, and the ability to write in a brand's voice are required Technical background is required
Proven good judgment in navigating and resolving sensitive situations Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly
Attention to detail with the ability to complete a large volume of work quickly and independently
Flexible and quick learner, able to adapt to continuously evolving client needs and product updates.
Openness to work flexible hours as required, including night shifts, holidays and weekends
Passion for customer service, with a strong desire to build in-depth product knowledge
Fast typer without sacrificing quality and grammar.
Preferred Qualifications
Experience in social media customer support
Demonstrate knowledge of social media platforms.
Familiarity with Sprinklr Tool is a plus
Experience representing a company, brand, or product on social media
Ability to explain complicated technical matters in basic terms
Hybrid
Rotational Shift 24/7
As a Digital Media Support New Associate you will manage customer interactions to increase customer satisfaction and improve service quality. The role is mainly responsible for providing specialized product and tool support for the client’s product and features to improve the customer experience and overall engagement. A Digital Media Support New Associate handles cases related to a social media application. You will be responsible for reviewing support cases submitted by social media application users, responding to a variety of different cases, helping them troubleshoot bugs and applying tags to categorize the cases after closing.
Job Description
Rotational Shift 24/7