Digital Media Support New Associate

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

Candidates must possess at least a Bachelor's Degree or an equivalent qualification

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