Community Support Specialist
We are seeking a highly empathetic and knowledgeable individual to join our team as a Community Support Specialist. This role involves assisting our client's community, resolving inquiries, and making well-balanced decisions.
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Duties and Responsibilities:
* Assist our client's community and help resolve inquiries with empathy, accuracy, and timeliness.
* Become and remain knowledgeable about client's products and community standards.
* Make well-balanced decisions and personally driven to be an effective advocate for our community.
* Possess strong interpersonal skills, verbal and written communication skills, and most importantly empathy.
* Display a strong bias to doing what's right.
* Investigate and resolve issues reported on the client's platform, including account support requests and reports of potentially abusive content.
* Respond to user inquiries with high quality, speed, empathy, and accuracy.
* Utilize market-specific knowledge, signals, and insights to identify scalable solutions for improving community support.
* Gather, analyze, and utilize relevant data to develop ways to enhance the overall user experience on the site.
* Enforce clients' Terms of Use by monitoring reports of abuse and reviewing 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 company policy to the global team.
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Essential Competencies:
* Possess strong personal resilience with the ability to operate in a pressured and fast-paced environment.
* Demonstrate high adaptability and a positive approach to challenges.
* Show ability to make decisions.
* Have problem-solving skills.
* Exhibit effective time management and prioritization skills.
* Able to work as part of a team.
* Consistently hit KPIs on time.
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Additional Details:
Salary: €29,718 per year
Location: Sandyford (D18)
Working Hours: Day (9am - 5:30pm) or Evening (6pm - 2am)
Shift: Non-rotational Day or Evening
Pay Schedule: Monthly
Contract Type: Permanent