Job Description

About Us:

SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.

Our accolades include:

• Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
• Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
• Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
• Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020

The Role:

This position will work as a member of the SOCi customer support team which is part of the broader SOCi Customer Success team. This support team is responsible for providing enterprise level application support to customers and partners, and ultimately drive complete resolution to complex issues. All support interaction is done via phone, email, and web and measured by specific support KPIs established by SOCi. The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and identify and fix root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products.

Core Responsibilities:

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner

• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs

• Document all support interactions and resolutions in the existing case management systems

• Actively contribute to our technical knowledge base, online community, and other technical documentation

• Submit well researched and well documented bugs and feature requests arising from customer submitted requests

• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements

• Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.

• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels

• Participate in weekend/holiday on-call support rotation as needed

• Train and mentor new and jr. support staff

• Work on technical and non-technical projects

• Provide ideas and assist with creation of documentation and training material for external and internal content

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

• Achieve expert level with all SOCi products, offerings, and integrations

• Maintain or exceed our established service levels and productivity standards

• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model

• Take on special projects as needed

• Other tasks and duties as assigned

Required Skills: 

• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of SOCi products
• Proficient with Salesforce, Freshdesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement

Qualifications: 

• A minimum of four years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Quick learner; able to learn new technologies on own as necessary
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues
• Experience working with social media platforms and listings management software is a plus 
• Experience working with local landing pages and SEO is a plus

What's SOCi's culture like?

Led by a team of industry experts, SOCi is leading the pack in Social Media and Reputation Management. Our passionate team of SOCialites work at convenient locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages and 401k (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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