Job Description

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 Requirements