Social Media Customer Support Consultant (SMCSC)
Core
Provide frontline customer support and issue resolution via social media, online communities, review sites, and digital engagement platforms while protecting the Lenovo brand reputation.
Role type
Social Media Customer Support Consultant
Builds
Customer experience outcomes across digital channels
Domain
Technology / Customer Support
Deliverable
client delivery
Required skills
Social media platform management, customer advocacy, digital communication, issue resolution, trend identification, sentiment monitoring, escalation management, data privacy compliance, content moderation, CRM and ticketing system usage
Preferred skills
Technical support experience, customer experience management, brand engagement, SLA-driven support environment experience, social listening tools
Technologies
Facebook, Instagram, X (Twitter), YouTube, LinkedIn, TikTok, CRM systems, ticketing platforms, knowledge bases, Microsoft 365, Google Workspace
Responsibilities
Respond to customer inquiries and complaints across digital channels; troubleshoot basic technical issues; identify trending issues and sentiment shifts; escalate high-risk situations; moderate digital channels for policy violations; provide feedback to improve support processes.
Seniority
Entry to Mid-level, hands-on IC