Job Title:

Job Description

Concentrix 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 perks
• Employee rewards and recognition programs
• Employee discount programs
• Referral Bonuses
• US 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.

As 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 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

Who You Are:

• 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
• 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 Call Center Experience, Office Administrative or Social Media Experience Preferred
• 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
• Equipment provided and is required to be returned if employment is ended if working at home
• Employee will be asked to use their personal computer/tablet for the first 3 days of employment at home during orientation while equipment is being shipped

Together, let’s do something great!

If you find yourself smiling right now and this feels like the perfect next step in

your career, we want to hear from you! Apply today and find out why 290,000+ people

around 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, or

status as a protected veteran.

Learn more:

U.S.

Concentrix on Facebook | Concentrix on Instagram | www.concentrix.com

The 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.

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