Social Media content Analyst

Social Media Content Analyst
Phoenix, AZ -85021
Permanent FTE

Responsibilities:

• Become and remain knowledgeable about Leading social media products and community standards
• Assist our community and help resolve inquiries empathetically, accurately and on time
• Make well balanced decisions and personally driven to be an effective advocate for our community
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Display a strong bias to doing what’s right for our community in supporting Leading social media objectives
• Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
• Respond to user inquiries with high quality, speed, empathy and accuracy
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Enforce social media terms of use by carefully monitoring reports of abuse on the site
• Review the reported content within agreed turnaround times and standards of quality
• Identify inefficiencies in workflows and suggest solutions
• Recognize trends and patterns, and escalate issues outside the company policy

Minimum requirements:

• Language requirements:
• English Proficiency (Written and Verbal)
• Reasoning/analytical capabilities:
• Ability of reason and analytical skills in diverse situations

Education:

• Degree of secondary education/college desirable

Experience:

• 1 year of process services and client support required
• 1 + years of Social Media monitoring experience preferred
• High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance abuse standard policies and training materials.


Daniel Jerald
Talent Acquisition – NA | Cognizant Technology Solutions
Work-973-368-9700 Ext - 433459
Email: daniel.jeralds@cognizant.com | www.cognizant.com