Social Media Support Specialist - Austin Texas Only


Social Media Support Specialist - Austin Texas Only

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

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 ONSITE.  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

In this role, you will be providing a high level of support to brands using social media platforms to advertise. Our Social Media Support Specialists onboard customers on how to navigate, best use cases, and provide continuous improvement for our client.

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. 

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

Minimum Requirements/Additional Info:

High School Diploma or GED and at least one year of customer service experience (One year of Social Media Support and or related experience preferred)

  • We need you to have your own PC and high speed Internet service, both of which will be tested as part of the application process.  You can work from a laptop, but will need to be hard-wired while working. 
  • Your monitor will need to be between 20 – 24” requirements varies by client (capable of 1280 x 766).  A flat panel display is highly recommended, the use of a televisions will need to be verified upon hire. (External monitors are permitted for laptops)
  • A quiet, distraction-free, location in your home to work. 
  • A telephone, landline or cell is required based on position offered.  
  • All positions may require the purchasing of equipment from headset, flash drive to dual monitors. They are not required as part of the application process, so please do not purchase them before we extend a job offer to you. 

*Equipment and Internet Speeds vary based on client needs, completion of the computer test will need to be submitted to determine compatibility, failing a portion of pc testing does not necessarily disqualify you from consideration*

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