Product Support Community Moderator at Garmin International in Olathe, Kansas

Job Description:

GPS Manufacturer/Distributor

Great ideas sometimes come from singular inspiration, but more often they’re a result of collaborative effort. Inside Garmin, we like to foster an environment of participation and engagement. We support professional development, offer well-designed career paths and adhere to a policy that prioritizes promoting from within the company to maximize the opportunities for our associates. We are also committed to being a good corporate citizen and providing opportunities for associates to contribute toward a healthy, sustainable world.

How’s your social life? Ours is blowing up, so we are looking for a full-time Product Support Community Moderator. In this role you will be responsible for moderating Garmin social channels through which customer messages are received or detected, evaluating these messages in a timely fashion, and writing accurate, effective, & efficient responses to ensure a superior Garmin customer experience. Other essential responsibilities include:

• Engage with customer messages across multiple social channels as well as ensure that customers have a positive experience


• Constantly review Garmin social channels to seek ways to improve customer loyalty, increase self-service usage, and engage meaningfully with brand advocates


• Use sound judgment when evaluating a wide variety of information, identify alternatives from diverse sources, and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines


• Acquire and maintain an expert level of knowledge on all Garmin consumer products, applications, processes, and self-service options to better serve customers on social channels


• Act as a liaison between Product Support and various internal departments


• Effectively and efficiently report on quality issues, escalate customer concerns, and share information with others, including team members, other Garmin offices, and Helpdesk/SME teams


• Collaborate with the full Community Team to provide consistent social voice, customer-focused solutions, and first-contact response times


• Provide feedback and suggestions about social support to the to the Community Manager


• Positively represent the Garmin brand in all social communications


• Respond to social support emails as assigned


• Complete escalations from social media by using the internal customer portal (Atlas) as needed

OTHER RESPONSIBILITIES:

• Assist with Product Support emails according to business needs


• Identify and/or own projects to help improve or enhance team processes and workflows as well as personal skill and career development


• Perform other job-related duties as assigned

Qualified candidates will posses an associate degree plus 1 year of relevant experience or 3 years equivalent combination of education and experience. Other requirements include:

• Superior writing skills with a demonstrated expertise in social voice and writing for public consumption. Expert customer knowledge for a product segment


• Demonstrated expert problem solving and troubleshooting ability of common product issues


• Demonstrated proficiency delivering support across all contact channels (e.g. chat, phone, email, social channels)


• Demonstrated understanding of customers and effectively shows empathy


• Clear & concise writing with strong technique


• Fluent use of grammar, punctuation, etc.


• Effective understanding and use of social voice

Additional desirable qualifications include:

• Bachelors Degree in a field relevant to the essential functions of this job description


• Experience with social media monitoring tools


• Previous experience writing professionally for social media, preferably in a social care role


• Proven expertise in Garmin consumer products


• Demonstrated proficiency in writing with a “social voice” and a clear understanding of the differences between social communications vs other traditional forms of written customer support

Learn more about careers in Product Support from Team Leader, Bob Zuch View his story here: https://youtu.be/DrGxD_ScfBE

Garmin Benefits:

Our benefits are designed to lead an evolving marketplace, support innovation and encourage a healthy balance between work and life. They allow our associates to make their own decisions about their well-being and future and consistently rank Garmin as a top tier benefits provider when compared to other high-tech employers. We offer a choice of high value medical, dental and vision plans with low or no premiums, to fit your and your family’s preferences. In addition, Garmin’s financial benefits include a generous 401K retirement plan that provides 5% of pay base contribution plus a match of 75 cents for every dollar you contribute to a maximum of 10% of your compensation. The employee stock purchase plan allows for shares to be bought at a 15% discount. Garmin offers many other benefits and perks ranging from well-being initiatives, educational assistance and career development, community charity support, and employee discounts just to name a few.

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.