Social Media Support Assistant

Talentoma; Oregon; Teletrabalho; USD 44 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Resumo da oferta

Talentoma is hiring a Social Media Support Assistant to help organize customer questions received through social media, chat, and email. You will work within the customer support team under a team lead, coordinating with customers, support representatives, and account specialists to prepare replies and maintain tickets.

The role is fully remote from Oregon, United States, with a 40-hour weekly commitment. Daily duties may vary, and shifts will be scheduled accordingly.

Qualificações

• High school diploma or equivalent.
• No experience required; related experience with social media support, chat, email, or administrative assistance preferred.
• Familiarity with public comments, private messages, conversation threads, and the differences between public and private customer responses.

Responsabilidades

• Review incoming social media messages, public comments, chat requests, and emails in the assigned queue, then sort them by question type and urgency.
• Use a social media management platform such as Sprout Social to organize conversations, flag unanswered messages, and identify questions needing a private response.
• Open or update service tickets in a Support platform such as Zendesk, recording the customer's question, contact channel, relevant details, and current status.
• Check previous interactions in a CRM such as Salesforce to give the support team useful context and avoid asking customers to repeat information.
• Prepare routine replies using approved product or service information and response templates, checking details before sending messages within the assistant's assigned scope.
• Move account-specific questions from public comments into an approved private channel, explaining the next step without requesting sensitive information in public.
• Refer complaints, unclear requests, and questions outside approved guidance to a support representative or customer service team lead with a concise conversation summary.
• Monitor pending conversations and follow up when promised, requesting updates from the support team when a customer is waiting for an answer.
• Close resolved tickets after confirming the response addresses the question, and leave clear notes so another teammate can understand the completed work.
• Meet quality expectations through accurate information, appropriate turnaround, complete notes, and consistent follow-up; share repeated questions with the team lead for guidance updates.

Conhecimentos

Written communication

Customer service

Attention to detail

Independence

Time management

Formação académica

High school diploma or equivalent

Ferramentas

Zendesk

Sprout Social

Salesforce

Descrição da oferta de emprego

Job Title: Social Media Support Assistant

Monthly Pay: $3,964 - $5,334 USD per month

Summary:

This role helps organize customer questions received through social media, chat, and email so the support team can respond accurately. It sits within the customer support team and works under a customer service team lead. The assistant works with customers, support representatives, and account specialists to prepare replies, maintain service tickets, and keep unresolved questions visible. This is a fully remote, work from home position in Oregon, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming social media messages, public comments, chat requests, and emails in the assigned queue, then sort them by question type and urgency.
• Use a social media management platform such as Sprout Social to organize conversations, flag unanswered messages, and identify questions needing a private response.
• Open or update service tickets in a Support platform such as Zendesk, recording the customer's question, contact channel, relevant details, and current status.
• Check previous interactions in a CRM such as Salesforce to give the support team useful context and avoid asking customers to repeat information.
• Prepare routine replies using approved product or service information and response templates, checking details before sending messages within the assistant's assigned scope.
• Move account-specific questions from public comments into an approved private channel, explaining the next step without requesting sensitive information in public.
• Refer complaints, unclear requests, and questions outside approved guidance to a support representative or customer service team lead with a concise conversation summary.
• Monitor pending conversations and follow up when promised, requesting updates from the support team when a customer is waiting for an answer.
• Close resolved tickets after confirming the response addresses the question, and leave clear notes so another teammate can understand the completed work.
• Meet quality expectations through accurate information, appropriate turnaround, complete notes, and consistent follow-up; share repeated questions with the team lead for guidance updates.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience with social media support, chat, email, or administrative assistance preferred.
• Familiarity with public comments, private messages, conversation threads, and the differences between public and private customer responses.
• Basic understanding of service tickets, customer contact histories, response templates, and approved sources of product or service information.
• Willingness to learn the named systems and follow step-by-step procedures for sorting messages, updating tickets, and preparing replies.
• Clear written communication, accurate typing, and the ability to use a calm, respectful tone when customers are confused or frustrated.
• Ability to check details, recognize questions outside assigned scope, and explain what assistance is needed when handing work to another teammate.
• A reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Oregon, with daily responsibilities completed online.
• Structured onboarding and training on the named systems, message handling procedures, response templates, and ticket updates.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify priorities.
• Opportunities to build social media support, customer correspondence, queue organization, and service ticket documentation skills through practical work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.