Social Engagement Specialist

Software Guidance & Assistance, Inc., (SGA), is searching for a Social Engagement Specialist for a CONTRACT assignment with one of our premier SaaS clients in New York, New York. Open to EST remote candidates as well.

The End-to-End Experience Journey & Enablement team helps millions of users find success with our products, engages and enables them to seamlessly achieve their creative goals. We connect with our customers through high-value, relevant, targeted content in-app, on the web, and on our HelpX, social, and community platforms. We engage with our customers through proactive content and real-world experts in communities and social that provide help, inspiration, and creative success and engagement.

We are looking for a Social and engagement Specialist who needs to respond to questions from users on Facebook, Instagram, X, and YouTube. Need to help the Spanish customers in their native language. The candidate needs to have experience in creating social content. In this role, you will be instrumental in ensuring an exceptional customer experience by engaging with our creative users on key social platforms.

You will be required to be proficient in the product and domain to which you are assigned and ensure high-quality product experiences through strong collaboration and time management skills. You will be expected to maintain a high standard of quality, empathy, and integrity in all your transactions.

Responsibilities:

• Deliver high-quality responses and proactive content and conversations to customers on social media channels and other messaging apps
• Respond to and resolve user queries related to domain and products assigned
• Collaborate with product teams, community experts, and stakeholders when resolving complex issues
• Identify, define, and share top emerging issues to key partners and stakeholders
• Serve as exemplar and mentor for team members in their interactions and communications
• Meet targets and SLAs (Service Level Agreement) for response, quality, guidelines, and goals
• Develop a basic understanding of automation and updating chat bots
• Invest in growing domain expertise, product knowledge, and community best-practices
• Gather social data and insights using native and external dashboards
• Mentor junior members to ensure successful onboarding and enablement

Required Skills

• Content creation skills, knowledge & preferably certifications
• 2-3 years' experience in community engagement, technical support, or customer support
• Advanced-level troubleshooting skills
• Great to excellent verbal and written communication skills in English
• Beginner-level expertise with data analytics, spreadsheets, and presentation software
• Ability to collaborate with multiple teams and stakeholders when resolving user queries
• Demonstrated knowledge of social media engagement
• Experience using Adobe apps and services, or similar apps within a creative field
• Bachelor's degree or certificate, preferably in a creative or technical domain
• Fluent in Spanish and English language with writing skills

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.