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Social Media Content Analyst at Cognizant

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Tampa, Florida

Job Description:

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