Social Media Support Specialist

1 week ago

Plano, Texas, United States PCT, LLC. Full time

Company Overview:

PCT, LLC. is a dynamic multi-industry organization at the forefront of technology, specializing in cutting-edge solutions across social media, video streaming, gamification, and blockchain. Our mission is to drive innovation and build engaging platforms that deliver exceptional user experiences.


Position Overview:

We are seeking an experienced social media support specialist who will be responsible for managing interactions on social media platforms, addressing customer concerns and inquiries, and maintaining the brand's online reputation. The ideal candidate should be skilled in communication, problem-solving, and often use analytics to improve user engagement and customer satisfaction.


Key Responsibilities:

  • Engage with customers through social media platforms like Facebook, Instagram, Twitter, LinkedIn, etc. This includes responding to comments, DMs, and public queries.
  • Address customer concerns, troubleshoot issues, and provide resolutions or direct customers to the appropriate department for further assistance.
  • Monitor mentions, tags, and relevant keywords related to the brand to identify issues that may need attention.
  • Handle difficult situations or public complaints, working to maintain a positive brand image.
  • Forward complex or unresolved issues to the appropriate team members, whether it's a technical team, marketing department, or upper management.
  • Compile data and reports on customer sentiment, recurring issues, or the effectiveness of responses.
  • Collaborate with the marketing team to ensure the brand's voice and messaging are consistent across platforms.


Requirements:

  • Bachelor's degree in communications, public relations, business administration, or a related field is preferred.
  • Prior experience in social media support or customer support is required.
  • Demonstrated familiarity with major social media platforms and their customer service tools.
  • Experience with tools like Google Analytics, Facebook Insights, or social listening platforms to track customer trends and issues.
  • Ability to collaborate with different departments when issues need to be escalated or solved in coordination.
  • Social media trends change frequently, and the ability to adapt to new tools, features, and customer behavior is crucial.

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