Social Media Support Specialist - Work Location: Austin Texas Only


Social Media Support Specialist - Work Location: Austin Texas Only

Social Media Support Specialist - Austin Texas Only

In this role, you will be providing a high-touch product support to online sellers using social media platforms. Our Social Media Support Consultants onboard customers in to new platforms and assist with navigation, best use cases, and provide continuous improvement for our client.

(Note: We are only hiring candidates from the Austin Texas Area)

Equipment is provided for working at home

Concentrix, is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.  Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public sector. We are Different by Design.

**Due to COVID-19 this position requires you to work REMOTE and will be required move to ONSITE in the future.  The position will start training in a work from home environment and if/when the impact of COVID-19 decreases, and companies can resume to their normal business, the position will move to our onsite facility in Austin, TX**

Benefits and Pay:

  • Starting pay rate of $18 per hour

  • Various Bonus Opportunities

  • Comprehensive benefits including Medical, dental, vision benefits and 401k Savings Plan

  • Paid Training Program

  • Employee advancement opportunities

  • An exciting company culture focused on teamwork and inclusiveness

A Day In The Life:

  • Begin the technical onboarding process for business accounts that are setting up social media commerce solutions
  • Build a partnership with business customers and be a dedicated onboarding resource, setting up expectations, and educating them on the nature of service engagement.
  • Act as a resource to answer any product or onboarding questions a Merchant might have, helping diagnose any issues they encounter and determining when to escalate to various internal teams as required. 
  • Follows an onboarding framework provided by the client, which identifies key sequential milestones that a Seller should hit during their onboarding and mapping this framework against the progress of their Seller portfolio.
  • Where Sellers are identified as having become stuck, dropped off or unsure of next steps, proactively follow up with them to determine what the client can do to assist their progress.
  • Flag and report Seller status internally to key partner managers
  • Complete technical onboarding process to the end point of Activation, and complete a successful transition to a dedicated service team

The Skills That You’ll Need to Be Successful with Us:

  • Basic understanding of 3rd party platforms or APIs- must be able to educate merchants on next-best action during their onboarding journey.
  • Above average technical ability; there’s no coding or highly technical work included but being able to learn and understand merchant steps in-product and navigate internal tools for issue diagnosis will be required. 
  • Customer Service focus, and strong presence and ability to drive-to-action via email, phone or VC support.
  • Process minded; able to follow defined processes but help understand where they can be optimized or improved would be valuable. 

Minimum Requirements/Additional Info:

  • High School Diploma or GED
  • At least one year Social Media related experience
  • Additional Customer Service and or Sales experience preferred
  • A quiet, distraction-free, location in your home to work. 
  • Completion of internet speed test to ensure in home internet speed meets our requirements, will need to be submitted to determine eligibility
  • Equipment provided while working at home and is required to be returned when onsite company operations resume or if employment is ended.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer and complies with all fair employment practices laws. We are committed to providing a workplace free from unlawful discrimination and harassment and prohibit the same against employees, applicants or other covered persons by co-workers, supervisors, managers, or third parties based on a person's race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, ethnicity, genetic information, military service, union membership, political affiliation, marital status and pregnancy or other protected status

Concentrix welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process