Social Media Case Management Specialist (Onsite Austin)

Job Title:

Social Media Case Management Specialist (Onsite Austin)

Job Description

The Social Media Case Management 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.

REIMAGINE YOUR CAREER

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 company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then Social Media Case Management Specialist position at Concentrix is just the right place for you!

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 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.

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. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Social Media Case Management 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 

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 

ADDITIONAL REQUIRMENTS