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Social Media Content Moderator at Cognizant

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Phoenix, Arizona

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