Description:
Our mission is to provide the ultimate support experience through best in class service for end users by being the voice in Social Media and Forum channels of our client. As a social media community support agent, you will handle questions and escalations via Twitter, help forums and other channels. You will quickly adapt and respond to industry changes as well as internal initiatives. Shift work, weekend work and or night work may be expected depending on changes in business requirements.
Roles and Responsibilities Included but not limited to:
- Ensuring excellent customer satisfaction and driving issues resolution
- Supporting user queries through Social Media Platform and help Forums
- Supporting user queries relating to video uploads, account verification, channel transfer, user URL and copyright in a friendly and accurate manner
- Troubleshooting and help resolving technical issues
- Customer education on related products
- Collaboratively share feedback and data insights
- Uphold our brand voice and develop a meaningful, genuine rapport with our online communities
- Act as technical point of contact for troubled cases with imminent or ongoing feedback
- Act as a coach and mentor of the team
- Create and maintain up to date technical product and cross product documentation
- Create a culture of quality and excellence within the team
- Outline process improvements
- Exceed customer satisfaction
- Carry out and report on research on customer and market sentiment
- Required Skills Competencies Experience
- Fluency in English and French
- 2 years minimum experience in social media customer support
- Excellent communication skills
- Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
- Must be able to grasp complex and sometimes technical concepts, and explain them to a non technical audience in a friendly and easy to understand format
- Strong, relatable social post skills. Ability to respond timely and transparently to users
- Tech savvy, regular user of video sharing platforms and cloud storage solutions
- Demonstrates quick and effective critical thinking and problem solving skills
- Diligent daily monitoring of and response to direct mentions, both public and private, on all necessary platforms
- Strong customer support skills with the desire to help, empathize and relate to users
- Internet savvy, understand the players in this space