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Social Media Support Specialist (Part-Time)

Sports Media


Location: New York, NY
Job Status: Part Time
Posted/Updated: 03-13-2017

Job Description:

We are looking for a social media specialist to interact with and assist customers using social media and other online forums. The right candidate needs to be both tech savvy and have great communication and writing abilities. This individual should be a positive, outgoing and energetic to cheerlead and promote our brand. Duties include: Reply to MLBAM supported properties online subscription related questions on social media quickly and accurately. Identify trends and potential issues. Communicate any service changes or disruptions in a tactful manner. Questions range from general service, scheduling, and subscription inquiries to technical troubleshooting. This is a seasonal part-time position. Available shifts include weekdays, weeknights, and weekends.

Social Media Responsibilities:

-Craft content using correct company voice.
-Develop and follow established guidelines.
-Answer general and technical questions regarding MLBAM supported streaming services available to subscribers.
-Help users troubleshoot basic technical issues using MLBAM streaming service subscription products.
-Provide real-time technical instruction on how to use all of the features of MLBAM subscription products.
-Manage any negative comments with positive responses and helpful information. Promote a healthy discussion for constructive criticism.
-Escalate issues to the proper internal groups.
-Generate reports summarizing activity on social media interactions, trends, and key issues.

Skill Set:

-Strong communication skills in order to help, troubleshoot, and instruct users on social media.
-Experience writing, editing, and crafting content in the social media space using company voice and following established guidelines.
-Positive personality and good interpersonal skills with the ability to maintain a pleasant disposition when faced with negative feedback or customer complaints.
-Knowledge of Windows, Macintosh, Android, and iOS operating systems.
-Experience with all popular Internet browsers.
-Experience with set-top streaming devices, game consoles, mobile devices and tablets.
-The ability to learn and remember technical instructions on short notice.

Requirements

-One to two years of Customer Service experience with a focus on technology.
-One to two years of promotional or support social media experience.
-College degree with a focus on IT, and/or communication preferred
-Knowledgeable in the use of Windows and Macintosh operating systems.
-Knowledgeable in the use of streaming applications and platforms.
-Familiarity with social media support strategies.
-Knowledgeable in the use and configurations of Internet Explorer, Firefox, Google Chrome, Safari, and Adobe Flash Player.

 

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