SOCIAL MEDIA ANALYST,BTS

• Engaging with and responding to the user community via social media platforms such as: BlackBerry support forums, Twitter, and Facebook
• Monitoring Twitter and the BlackBerry support forums for arising issues
• Providing world-class customer support and instilling customer confidence when resolution is unknown
• Leveraging knowledge-based system to assist customers; escalating to internal teams when necessary
• Authoring articles for the Blackberry Community Post
• Delivering Reports on social media activity for product launches, issues and trends; helping with regular reporting cycles by sourcing qualitative and quantitative data
• Learning and becoming proficient in all aspects of social media and how it can be used as support mechanism

• Clear, concise and professional communication (English and Indonesian Bahasa)
• Knowledge of and active participation in social media platforms
• 2-3 years customer support related experience; exceptional customer service skills with a strong focus on customer satisfaction
• Knowledge of The Blackberry solution
• Strong interpersonal skills including the ability to identify opportunities and threats
• Solid understandin and experience with troubleshooting and configuring: the windows family of operating systems (including Device Manager, User accounts, USB & Bluetooth connectivity, installation/uninstallation of software), and Microsoft Outlook using Microsoft Exchange,POP and IMAP
• A track record of autonomy,ownership,and execution
• Experience and desire to work in global environment
• Post-secondary education in technology-related discipline
• Flexibility to work shifts and overtime