Social Media Specialist
QA/CS - El Segundo, CA

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Social Media Specialist

Overview:
Activision is looking for an energetic, highly motivated and social media oriented individual to join our social media customer support team.

The Social Media Support Specialist will be responsible for responding to customers looking for game support across social channels, while also identifying emerging issue trends and maintaining our best-in-class quality of service.

This role is very forward facing and requires the superb ability of communicating effectively and efficiently, while representing the Activision brand globally in a positive and appropriate manner.

This position is based in El Segundo, CA

Hours:
This posting is for a graveyard shift, 11:PM – 8:AM. The ideal candidate will have a very open schedule, and be willing to make accept a shift change on short notice.

The ideal candidate for this position will also possess the following characteristics:

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Passionate about helping customers resolve their issues.

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Team oriented while also wanting to perform well as an individual.

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Committed to representing the Activision brand in a positive manner.

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Creative problem solver.

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High attention to detail.

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Not afraid to ask questions.

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Desire to learn and grow with an emerging department.

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Ability to establish and maintain healthy working relationships with people in course of work.

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High level of patience with difficult customers. Tough skinned.

Responsibilities:
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Serve as the initial point of contact for the resolution of issues received across Activision’s social channels, i.e. Twitter, Facebook, forums, etc.

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Troubleshoot with users to identify their problem while guiding them through our support processes.

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Assist in testing new methods and tools aimed at expediting our support process for customers and team.

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Identify and track emerging issue trends as well as gauge customer sentiment in real-time.

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Communicate findings to team and leadership in a timely manner.

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Proactively seek out customers complaining about our products via social channels and offer them support.

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Update and maintain customer records using internal CRM tools.

Requirements:
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High school diploma or equivalent.

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1 year of call center support experience. (Video game industry call center preferred)

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Excellent written and verbal communication skills.

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Ability to multitask and set priorities

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Strong troubleshooting skills.

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Highly creative and self-motivated, with strong conceptual and decision making skills.

Desired Qualifications:
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Ability to manage multiple customers and incidents with varying levels of priority

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Actively involved social media space. Experienced with Facebook, Twitter and forums.

Job

Customer Support

Primary Location

United States-California-El Segundo

Organization

QA/CS

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