IT Project Manager (Omaha, NE)
About the position
The Social Media Case Management Specialist at Concentrix provides high-touch concierge level help desk and case management support for select advertisers or users on social media platforms. This role involves interfacing with social media users and account managers to resolve tickets through various communication channels while ensuring continuous improvement for sellers and advertising. The position emphasizes exceptional customer service and collaboration within a diverse team.
Responsibilities
Ensure all service delivered meets contractual Key Performance Indicator (KPIs')
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Clarify customer/user requirements and use decision-support tools to resolve non-standard issues
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Maintain broad knowledge of client products and/or services
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Act as a help desk for escalated high-level users including advertisers and public figures
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Troubleshoot time-sensitive issues related to campaigns and ads
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Research and correct issues with payments and payment sources
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Ensure advertising campaigns comply with legal requirements
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Maintain proactive communication with users throughout the case life
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Navigate internal stakeholder needs for both standard and escalation help desks
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Collaborate with team members to ensure efficient resolution for users
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Resolve tickets generated from internal and external stakeholders while maintaining high service levels.
Requirements
18 years of age or older with a completed High School Diploma or GED
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Minimum of 1 to 3 years of experience in Call Center Customer Service, Technical Support, Office Administrative, or Social Media related roles
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Strong written and verbal communication skills
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Ability to maintain tracking of all communications through phone, email, and chat
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Meticulous attention to detail with strong organizational skills
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Ability to self-diagnose and escalate issues when appropriate
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Strong computer navigation skills and PC knowledge
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Ability to work as a team member and independently
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Tolerance for repetitive work in a fast-paced environment
Nice-to-haves
Experience in social media management
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Familiarity with advertising campaigns
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Knowledge of legal requirements for advertising
Benefits
$20 hourly wage
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Complimentary gourmet meals at onsite cafeteria
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Employee rewards and recognition programs
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Lucrative employee referral bonus opportunities
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401K with company match
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Paid PTO and holidays
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Medical, dental, and vision insurance
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Comprehensive Employee Assistance Program (EAP)
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Health and wellness programs
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Mentorship programs
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Modern office setting with advanced technologies
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