Offer summary

Qualifications:

Minimum 1 year of customer support experience in a multi-channel environment., Demonstrated experience with social media community management., Excellent written and verbal communication skills in English., Strong attention to detail and ability to maintain accurate records..

Key responsibilities:

Serve as the primary point of contact for customer inquiries through email, chat, and text channels.

Manage and respond to social media comments and direct messages across multiple platforms.

Engage with the product community through social channels, fostering positive interactions and building brand loyalty.

Maintain detailed records of customer interactions and communication history.

Job description

This is a remote position.

Role Name: Customer Support & Social Media Engagement Specialist

Schedule:

Monday-Friday, 9:00 AM - 6:00 PM, with 1 hour of unpaid break

Client Timezone: EST

Client Overview

Join an innovative technology company that’s revolutionizing the personal security industry through advanced biometric solutions. Our client is a rapidly growing manufacturer of cutting-edge security products that combine state-of-the-art biometric technology with practical safety applications. Their products are proudly designed and manufactured in the United States, serving a passionate community of security-conscious consumers.

Job Description

We’re seeking a dynamic Customer Support & Social Media Engagement Specialist to join our client’s expanding team. In this role, you’ll be the vital link between advanced security technology and its users, handling multiple communication channels while maintaining an engaging social media presence. You’ll work with a sophisticated product line that makes a real difference in people’s lives, addressing customer inquiries and fostering community engagement. This position offers the perfect blend of technical product support and social media interaction, allowing you to develop expertise in the growing field of biometric security technology while building meaningful relationships with customers.

Responsibilities

Serve as the primary point of contact for customer inquiries through email, chat, and text channels
Provide prompt, professional responses to customer questions about product features, ordering processes, and support needs
Manage and respond to social media comments and direct messages across multiple platforms
Engage with the product community through social channels, fostering positive interactions and building brand loyalty
Handle initial customer support interactions and effectively triage complex issues to appropriate teams
Maintain detailed records of customer interactions and communication history
Process and coordinate customer return requests
Monitor and respond to incoming text messages through dedicated support line
Contribute to improving customer satisfaction through proactive communication and support

Requirements

Minimum 1 year of customer support experience in a multi-channel environment
Demonstrated experience with social media community management
Excellent written and verbal communication skills in English
Strong attention to detail and ability to maintain accurate records
Experience with CRM systems and customer support software
Proven ability to manage multiple priorities and communication channels simultaneously
Professional demeanor and customer-service oriented mindset
Comfortable working with technical products and explaining features to customers
Reliable internet connection and quiet work environment
Basic technical aptitude and willingness to learn new systems
Experience with social media management tools preferred