Social & Engagement Specialist - Intelliswift Software : Job Details

Job ID: 25-10072 Job Title: Social & Engagement Specialist Location: New York, NY • Remote in EST Timezone. Duration: 12 months Contract Type: W2 only Pay Rate: $33.34/Hour Opportunity

• Client's End-to-End Experience Journey & Enablement team helps millions of users find success with Client's products, engages and enables them to seamlessly achieve their creative goals.
• We connect with our customers through high-value, relevant, targeted content in-app, on the web, and on our HelpX, social, and community platforms.
• We engage with our customers through proactive content and real-world experts in communities and social that provide help, inspiration, and creative success and engagement.
• We are looking for a Social and Engagement Specialist who needs to respond to questions from users on Facebook, Instagram, X, and YouTube.
• Need to help the Spanish customers in their native language.
• The candidate needs to have experience in creating social content.
• In this role, you will be instrumental in ensuring an exceptional customer experience by engaging with our creative users on key social platforms.
• You will be required to be proficient in the product and domain to which you are assigned and ensure high-quality product experiences through strong collaboration and time management skills.
• You will be expected to maintain a high standard of quality, empathy, and integrity in all your transactions.

• Deliver high-quality responses and proactive content and conversations to Client's customers on social media channels and other messaging apps
• Respond to and resolve user queries related to domain and products assigned
• Collaborate with product teams, community experts, and stakeholders when resolving complex issues
• Identify, define, and share top emerging issues to key partners and stakeholders
• Serve as exemplar and mentor for team members in their interactions and communications
• Meet targets and SLAs (Service Level Agreement) for response, quality, guidelines, and goals
• Develop a basic understanding of automation and updating chat bots
• Invest in growing domain expertise, product knowledge, and community best-practices
• Gather social data and insights using native and external dashboards
• Mentor junior members to ensure successful onboarding and enablement

• Content creation skills, knowledge & preferably certifications
• 2-3 years' experience in community engagement, technical support, or customer support
• Advanced-level troubleshooting skills
• Great to excellent verbal and written communication skills in English
• Beginner-level expertise with data analytics, spreadsheets, and presentation software
• Ability to collaborate with multiple teams and stakeholders when resolving user queries
• Demonstrated knowledge of social media engagement

• Bachelor's degree or certificate, preferably in a creative or technical domain
• Fluent in Spanish and English language with writing skills