Job Summary
The Social Media Support Agent is the voice of Waze across global digital platforms. In this role you will act as a frontline representative managing community interactions and ensuring that user concerns are addressed with speed accuracy and a service-oriented mindset. You will monitor social sentiment provide real-time support and work closely with community managers to maintain Waze reputation across all social ecosystems.
Responsibilities
- Community Monitoring & Listening: Actively monitor and review comments reviews and mentions across the Play Store App Store Facebook and other social media channels
- User Engagement: Provide timely responses to user inquiries using approved canned responses or by directing users to formal support ticketing systems
- Content Deployment: Execute the posting of messages and updates at specific time slots as determined by the Waze Community Manager
- Issue Triaging & Escalation: Proactively identify and escalate potential crises or large volumes of complaints that indicate system failures to the Community Manager or on-call teams
- Ancillary Support: Provide specialized support for Waze Carpool online presence and other media tasks as coordinated via internal teams
- Strategic Coordination: Provide social media listening data and draft responses in coordination with Google ensuring all communications meet express approval standards
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.