Social Media Case Management Specialist - Austin Onsite Only
Company: Concentrix
Location: San Antonio
Posted on: January 27, 2023
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Job Description:
Job Title:Social Media Case Management Specialist - Austin
Onsite OnlyJob DescriptionConcentrix is an award-winning global
company, recognized for our culture, diversity, leadership, and
innovation. We help the world's best brands to improve their
businesses and better connect with their customers. Concentrix is
growing, and we are looking for talented, compassionate people who
are as fanatical about providing exceptional experiences as we
are!We are growing our team of Social Media Case Management
Specialists. This is a great opportunity for you to build a Social
Media career.What will you do in this role? In this role you will
be providing high-touch concierge level help desk support for
select advertisers and sellers 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.What's in it for you?$20 wage with various
bonus opportunities and inclusive perksComplimentary gourmet meals
at onsite cafeteria Free breakfast and lunch with snack and
drinks!Employee rewards and recognition programsEmployee discount
programsReferral BonusesUS Full benefits - 401K, medical, dental,
vision, and an employee assistance program (EAP) and more!.The
opportunity to shine in and grow your career with clear paths for
development - we invest in you!Networking and leadership
opportunities with Staff Resource Groups such as Network of Women,
Black Professionals Network, Pride, and Ability.Mentorship programs
to help you create the strong foundation to a rewarding
career.Global citizenship, sustainability and team event
opportunities that help you make a difference in your community and
beyond!Trained wellness partners to support you as well as wellness
training opportunities.A diverse, global organization full of
innovative, friendly people to bounce ideas off, learn from and
grow with.Required:Proof of vaccination against COVID-19, an
infectious disease caused by the SARS-CoV-2 virus, or documentation
that you require an exemption, consistent with Texas Executive
Order GA-40, from the vaccine requirement for medical reasons,
including prior recovery from COVID-19, or reasons of personal
conscience or religious belief.This position requires onsite in
person employment at our Austin TX location: 11800 Alterra Pkwy,
Austin, TX 78758As a Social Media Case Management Specialist on the
Social Media Team at Concentrix, 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 thinkingMaintain broad knowledge of
client products and/or serviceAct as a help desk for any escalated
high-level users including advertisers, sellers and public figures
with urgent issuesTroubleshooting time sensitive issues which can
include campaigns, ads and marketingResearch and correct issues
with payments and payment sourcesEnsure advertising campaigns are
following all legal requirements which may include the advertiser
and organization spendEnsuring proactive and ongoing communication
with users as the issue evolves throughout its case lifeNavigating
internal stakeholder needs both for the standard help desk and
escalation help deskCollaborating as a team whether assigned to the
Standard or Escalations desk to ensure the most efficient
resolution for usersResolving tickets generated from both the
internal and external stakeholders while maintaining a white glove
level of serviceWho You Are:Ability to maintain tracking of all
communications through phone, email and chat as well as those
communications with other internal support team membersAbility to
self-diagnose and flag both common and abnormal issues and escalate
when appropriateStrong written and verbal communication skills,
ability to clearly document complex bugs and the steps to
reproduceResolution mindset, proven experience helping users
navigate the client online platform tools to a solutionMeticulous
attention to detail with strong organizational skills with the
ability to prioritize levels of urgency within an assigned case
loadTolerance for repetitive work in a fast-paced, high production
work environmentAbility to work as a team member, as well as
independently and collaborativelyDemonstrate patience in all
customer contact situations, including maintaining a pleasant and
professional tone both written and verbalMinimum
Requirements/Additional Info:High School Diploma or GED1 to 3 Years
of Call Center Experience, Office Administrative or Social Media
Experience PreferredAble to rotate shifts, as needed - Flexibility
for morning, evening and possible overnight shiftsStrong computer
navigation skills and PC KnowledgeSkilled in multi-tasking;
including the ability to be flexible and adapt to changes quicklyA
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 eligibilityEquipment provided and is required to be
returned if employment is ended if working at homeEmployee may be
asked to use their personal computer/tablet for the first week of
employment at home during orientation while equipment is being
shippedTogether, let's do something great!If you find yourself
smiling right now and this feels like the perfect next step inyour
career, we want to hear from you! Apply today and find out why
290,000+ peoplearound the globe choose to call Concentrix home.We
are proudly one team, one company, 'One Concentrix' and we invite
you to join us!All qualified applicants will receive consideration
for employment without regard to race,color, religion, sex, sexual
orientation, gender identity, national origin, disability, orstatus
as a protected veteran.Learn more:U.S.Concentrix on Facebook -
Concentrix on Instagram - www.Concentrix.ComThe above statements
are intended to describe the general nature and level of work being
performed by individuals assigned to this position. These are not
intended to be a comprehensive list of all responsibilities, duties
or skills.Location:USA Austin 13011 McCallen Pass Bldg DLanguage
Requirements:Time Type:
Keywords: Concentrix, San Antonio , Social Media Case Management Specialist - Austin Onsite Only, Executive , San Antonio, Texas
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