Full-Time - Staff Senior Social Media Specialist
Job Description
Senior Social Media Specialist
Responsibilities:
· Perform a dual role as both a Community Manager and Strategist of the Trend Micro Community
· Oversee day to day management of Trend Micro Community content to address customer support issues and inquiries
· Provide expert assistance and guidance on strategic community growth and sustainability to senior Technical Support management
· Align community goals and measures with overall strategic business objectives
· Lead and direct community campaigns as required by the business
· Engage with and interface with cross-functional teams from marketing, PR, and technical support to drive community objectives
· Regularly identify and facilitate the resolution of customer issues (complaints, questions, and unanswered posts)
· Publish new knowledge base (KB) articles or update existing KB articles based on Accepted solutions from the Trend Community
· Monitor the performance and update the stakeholders on Community Performance based on customer feedback and web analytics.
· Proactively promote KB content through social media such as Facebook, Twitter, etc.
· Assist Knowledge Management team as a Content Specialist — edit and publish KB articles.
Requirements:
· Strong written communication i.e., writing, editing, proofreading and copy-writing skill is a must
· Working knowledge on major community and service forum technologies (Salesforce Service Cloud or Salesforce Community preferred)
· Ability to communicate and articulate strategy and vision to both senior/executive management as well as team members
· Familiarity with popular social media and communications tools and technologies
· Background on SEO is a plus
· Possess strong strategic thinking, organizational skills, and attention to detail, lateral thinking and be a fast learner
· Strong English communication skills, both verbal and written
· Ability to multitask and set priorities to achieve tight deadlines
· Willing to work within catered customers regional time zones
· Customer service and detail-oriented
· Knowledgeable in Trend Micro Business products and support processes is an advantage
