Social Media Customer Support Consultant (SMCSC)

📋 Description

• Respond to customer inquiries, issues, complaints, and service requests through social media
• Provide personalized, brand-aligned, and customer-focused responses in both public and private
• Guide customers to the appropriate support path based on issue type, product, entitlement status
• Troubleshoot customer concerns within approved support boundaries and escalate when additional
• Identify trending issues, recurring complaints, customer sentiment shifts, and potential
• Escalate urgent, high-risk, sensitive, or brand-impacting situations according to established

🎯 Requirements

• High School Diploma required.
• College coursework or degree in Communications, Marketing, Business Administration, Customer
• Minimum 1-2 years of experience in customer service, technical support, social media support
• Experience supporting customers through social media platforms, digital channels, or public-facing
• Technical support experience, customer experience management, or brand engagement experience
• Experience working in SLA-driven customer support environments preferred.