2 days old

IS Customer Support Analyst - Social Media

National Grid
Waltham, MA
  • Job Code
Description: Description About the Position: As a Customer Support Analyst focused on Social Media in our Global IS ServiceDelivery business unit, you will serve as front-line responder to posts onsocial media accounts, working to craft concise and impactful responses. Youwill actively monitor the accounts and identify posts that require a response.If the proper response is not immediately known, you will conduct research orreach out to subject matter experts. Responsible for reviewing all user feedbacks,surveys and addressing items that needs attention. Analyzing the Survey dataand providing daily reports. Analyzing the Survey data and identifyingways to implement process improvements, automation, self-service functionality,learning opportunities, eliminating waste, ticket avoidance / reduction /elimination and root cause analysis. Create Knowledge base articles to empower theusers to resolve their issue by Self-Service/Training. Responsibilities include (but not limited to):
Mustbe customer oriented and focused on the Customer’s experience Improvingand controlling the customer’s experience Manageto be in full control of the customer’s experience Benchmark,analyze, report on, and set improvement Startto identify and target improvements areas to go after: Root cause, Automation,Self-service, eliminating waste, Ticket avoidance, Ticket reduction, Low NPScategories and go after them, look at what causes the negative experience andwork eliminating that risk Demonstratedsuccess using social media to grow a loyal community Experiencewith blogging Experiencewith geolocation services and search engine optimization Analyticalability to identify underlying trends from numerous sources. Strongskills in technology and the ability to keep up with emerging technologies,learn quickly and teach others how to use them Brainstormand work collaboratively with creative individuals/departments to generatecompelling content in various formats. Workwith leadership to plan and refine strategies based on insights gained, andidentify opportunities for applying new technologies. Leveragesocial media monitoring tools to assess media environments and issueprofessional level reporting on trends. Reports will require quantification ofkey media trends coupled with narrative analysis. Experiencewith NPS/CSAT Experiencewith ServiceNow ·
Qualifications Knowledge & Experience Required: Bachelor’s Degree or equivalent. 2 years of experience with in-depth,hands-on social media across multiple social media platforms Desirable: ITIL (Information Technology InfrastructureLibrary) and ServiceNow Certification Broad process and technical knowledgeencompassing Process improvements, Automation, Self-Service, Ticket avoidance /reduction / elimination and Root cause analysis. Experience with generating executivereporting Experience in being in full control ofthe customer’s experience Experience in delivering services viaglobal sourcing partners. Experience with ServiceNow tosimplify, optimize, and automate Service Management. Experience within improving End Userproductivity. Experience with NPS/CSAT
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Job : IS Service Delivery Primary Location : MA-Waltham Organisation : Information Services Schedule : Full-time Job Posting : Oct 19, 2017, 12:56:45 PM Unposting Date : Ongoing


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IS Customer Support Analyst - Social Media

National Grid
Waltham, MA

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National Grid
Waltham, MA

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