Support Specialist

We are looking to hire a Support Specialist for a Social Media client for 12 months & renewable contract role. In this role you will work with external stakeholders, responsible for managing the support process, quality, reporting, escalations and communication of Policy/Products to a wide range of stakeholders.

Job Responsibilities:

• Become a subject matter expert in workflows spanning a variety of Premier Partner Support disciplines to effectively advocate for operational excellence
• Identify areas of opportunity and leverage data and insights to influence change at the product, process, or policy level.
• Proactively investigate, troubleshoot, and resolve sensitive escalations.
• Effectively manage a set of support queues ~ respond and resolve support cases and escalations with high quality, speed, empathy, and accuracy.
• Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools.
• Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans.

Your Experience

• 2-3 years experience in an online operations, policy support, technical support or product support environment
• Basic SQL preferred
• Experience communicating the results of analyses in a clear and effective manner
• Experience working with global teams
• Experience in a fast-paced start-up environment
• Looking at Wed-Sun or Sat-Wed shift (Onsite-day shift)

CEI No: R1659595 / EA No: 07C3147