Digital Support Specialist

Qlik; Região Geográfica Intermediária de Guanambi; Presencial; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Digital Support Specialist to enhance user engagement through live chat and content strategies. This role involves managing digital interactions, optimizing content for visibility, and leveraging analytics to drive performance. You will collaborate with cross-functional teams to ensure user satisfaction and contribute to the overall digital strategy. Join a forward-thinking company that values innovation and offers genuine career progression pathways in a flexible, diverse work environment. If you are passionate about digital marketing and eager to make an impact, this opportunity is perfect for you.

Serviços

Genuine career progression pathways

Culture of innovation and collaboration

Flexible work environment

Corporate Responsibility Employee Programs

Qualificações

• 5+ years in digital marketing with a focus on content and social media.
• Strong experience in SEO and analytics tools for performance tracking.

Responsabilidades

• Assist users in live chat and improve digital support channels.
• Develop and optimize content strategies across various platforms.

Conhecimentos

Digital Marketing

Content Creation

SEO

Social Media Management

Analytics

Customer Support

AI Integration

User Research

Formação académica

Bachelor’s degree in Communications

Bachelor’s degree in Marketing

Ferramentas

Google Analytics

Tableau

WordPress

Mailchimp

Hootsuite

Adobe Creative Suite

Salesforce

SEMrush

Descrição da oferta de emprego

What makes us Qlik?

A Gartner® Magic Quadrant™ Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.

The Digital Support Specialist Role

You will assist users during live chat sessions, finding answers to their questions within existing digital content or guiding them to collect the needed information before elevating as a support case with a clear problem description, ensuring better case handling by support delivery teams.

Responsible for improving digital channels efficiency, you will collaborate on knowledge improvement, social media strategy, or digital platform tooling, ensuring users’ and partners’ ongoing success and satisfaction.

Your duties encompass monitoring and analyzing users' digital interactions during their digital journey to better understand their needs and challenges by user particulars like their persona, customer market, or geography. You will utilize creative content strategies to enhance brand visibility and engage target audiences.

With a customer-centric approach, you will identify trends and suggest actions to enhance Qlik's long-term strategy in digital support, knowledge sharing, and social media presence.

What makes this role interesting?

1. Manage Live Chat Session: Interact with users initiating a Live Chat session, leveraging existing digital content to provide the best answers to customers with the goal to resolve the Live Chat session without elevating it to a Support case. Identify gaps in our content and ensure they are addressed with new/updated content.
2. Content Strategy: Develop, write, and optimize content strategies across platforms, including in-product, self-service, and social media channels, ensuring alignment with business goals and user needs.
3. Troubleshoot and error resolution: Diagnose and track down any functional, systematic, or process issues to a root or functional cause, and deliver the solution necessary to ensure any failed content is live.
4. Content Management and SEO: Collaborate with internal teams to manage content workflows, publish high-quality articles, and implement SEO strategies to boost visibility and engagement.
5. Performance Analysis: Utilize analytics tools to track content performance, conduct A/B testing, and refine strategies to enhance reach, engagement, and overall content effectiveness.
6. Growth and Outreach: Monitor social channels and industry trends to identify opportunities for relevant content that drives engagement and increases user touchpoints.
7. User Research and Content Curation: Conduct research to understand user needs and curate relevant content, ensuring that information is specific and not redundant.
8. Reporting and Insights: Create actionable reports on content performance and customer trends, providing insights to stakeholders and guiding data-driven decisions.

Here’s how you’ll be making an impact:

1. Content Management Systems (CMS): Proficient in managing and publishing content using platforms such as WordPress, Drupal, or Adobe Experience Manager (AEM).
2. Analytics Tools: Advanced experience with Tableau, Qlik, Power BI, Google Analytics, Adobe Analytics, and other data platforms for performance tracking and reporting.
3. Search Engine Optimization (SEO): Skilled in using SEO tools like SEMrush, Ahrefs, and Moz to optimize content visibility and rankings.
4. Social Media Tools: Expertise in social listening, scheduling, and publishing using tools such as Hootsuite, Sprout Social, and Buffer.
5. Email Marketing Platforms: Hands-on experience with tools like Mailchimp, HubSpot, or Marketo for designing and executing email campaigns.
6. AI Tools: Proficiency in leveraging AI-based platforms like ChatGPT, Jasper, or Grammarly to streamline content creation and enhance communication.
7. Design Software: Experience with Adobe Creative Suite (Photoshop, Illustrator, Premiere Pro) and Canva for producing engaging visuals and video content.
8. Collaboration Tools: Skilled in using Asana, Trello, Slack, and Microsoft Teams to coordinate with cross-functional teams and manage projects.
9. A/B Testing Platforms: Familiarity with tools like Optimizely or Google Optimize to test and refine content strategies.
10. Customer Relationship Management (CRM): Proficient in platforms like Salesforce or Zoho for audience segmentation and campaign tracking.
11. Keyword Research & PPC Tools: Competency with Google Ads, Bing Ads, and keyword research tools for paid campaign optimization.

We’re looking for a teammate with:

1. Education: bachelor’s degree in communications, Journalism, Public Relations, Marketing, a related field, or equivalent industry experience.
2. Experience: 5 years in an enterprise website environment, with 3+ years in digital marketing (search, content, email, social media) and website design/implementation.
3. AI Integration: Proven expertise in leveraging AI across communication channels (phone, email, chat) to enhance platforms.
4. Digital Strategy & ROI: Strong understanding of digital marketing strategies, with a demonstrated ability to create, execute, and measure the ROI of customer-facing programs using data-driven insights.
5. Content Creation: Proven ability to produce high-quality, distinctive content that reflects the brand’s voice, including articles, blogs, marketing copy, and more.
6. Social Media & Tools: In-depth knowledge of the social media landscape, with experience using social listening and publishing tools.

The location for this role is:

Sao Paulo, Brazil

Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!

More about Qlik and who we are:

Find out more about life at Qlik on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join us and our values, check out our Careers Page.

What else do we offer?

1. Genuine career progression pathways and mentoring programs
2. Culture of innovation, technology, collaboration, and openness
3. Flexible, diverse, and international work environment

Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs.

If you need assistance applying for a role due to a disability, please submit your request via email to [e-mail]. Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.