Concentrix

As a Social Media Case Management Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers.”

Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences (CX) and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

WHAT YOU WILL DO IN THIS ROLE

As a Social Media Case Management Specialist, you will:

• Act as a help desk for any escalated high-level users including advertisers, sellers and public 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
• 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

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Social Media Case Management 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.

Minimum Requirements/Additional Info:

• High School Diploma or GED
• 1 to 3 Years of experience in either Call Center, Office Administrative or Social Media related or a combination
• Able to rotate shifts, as needed – 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
• A quiet, distraction-free, location in your home to work if needed.
• Completion of internet speed test to ensure in home internet speed meets our requirements, will need to be submitted to determine eligibility
• Employee may be asked to use their personal computer/tablet for the first 3 days of employment to work at home during orientation while company issued equipment is being shipped – If this scenario is requested employment will be onsite for the employee after receiving equipment.

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