Garmin Product Support Community Moderator in Olathe, Kansas
Great ideas sometimes come from singular inspiration, but more often they’re a result of collaborative effort. Inside Garmin, we like to foster an environment of participation and engagement. We support professional development, offer well-designed career paths and adhere to a policy that prioritizes promoting from within the company to maximize the opportunities for our associates. We are also committed to being a good corporate citizen and providing opportunities for associates to contribute toward a healthy, sustainable world.\n\nHow’s your social life? Ours is blowing up, so we are looking for a full-time Product Support Community Moderator. In this role you will be responsible for moderating Garmin social channels through which customer messages are received or detected, evaluating these messages in a timely fashion, and writing accurate, effective, & efficient responses to ensure a superior Garmin customer experience. Other essential responsibilities include:\n\n \n\n\n\tEngage with customer messages across multiple social channels as well as ensure that customers have a positive experience \n\tConstantly review Garmin social channels to seek ways to improve customer loyalty, increase self-service usage, and engage meaningfully with brand advocates\n\tUse sound judgment when evaluating a wide variety of information, identify alternatives from diverse sources, and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines\n\tAcquire and maintain an expert level of knowledge on all Garmin consumer products, applications, processes, and self-service options to better serve customers on social channels\n\tAct as a liaison between Product Support and various internal departments\n\tEffectively and efficiently report on quality issues, escalate customer concerns, and share information with others, including team members, other Garmin offices, and Helpdesk/SME teams\n\tCollaborate with the full Community Team to provide consistent social voice, customer-focused solutions, and first-contact response times\n\tProvide feedback and suggestions about social support to the to the Community Manager\n\tPositively represent the Garmin brand in all social communications\n\tRespond to social support emails as assigned\n\tComplete escalations from social media by using the internal customer portal (Atlas) as needed\n\n\n\nOTHER RESPONSIBILITIES:\n\n\n\tAssist with Product Support emails according to business needs\n\tIdentify and/or own projects to help improve or enhance team processes and workflows as well as personal skill and career development\n\tPerform other job-related duties as assigned\n\n\n Qualified candidates will posses an associate degree plus 1 year of relevant experience or 3 years equivalent combination of education and experience. Other requirements include:\n\n\n\tSuperior writing skills with a demonstrated expertise in social voice and writing for public consumption. Expert customer knowledge for a product segment\n\tDemonstrated expert problem solving and troubleshooting ability of common product issues\n\tDemonstrated proficiency delivering support across all contact channels (e.g. chat, phone, email, social channels)\n\tDemonstrated understanding of customers and effectively shows empathy\n\tClear & concise writing with strong technique\n\tFluent use of grammar, punctuation, etc.\n\tEffective understanding and use of social voice\n\n\nAdditional desirable qualifications include:\n\n\n\tBachelors Degree in a field relevant to the essential functions of this job description\n\tExperience with social media monitoring tools\n\tPrevious experience writing professionally for social media, preferably in a social care role\n\tProven expertise in Garmin consumer products\n\tDemonstrated proficiency in writing with a “social voice” and a clear understanding of the differences between social communications vs other traditional forms of written customer support\n\n\nLearn more about careers in Product Support from Team Leader, Bob Zuch View his story here: https://youtu.be/DrGxD_ScfBE\n\n \n\nGarmin Benefits:\n\nOur benefits are designed to lead an evolving marketplace, support innovation and encourage a healthy balance between work and life. They allow our associates to make their own decisions about their well-being and future and consistently rank Garmin as a top tier benefits provider when compared to other high-tech employers. We offer a choice of high value medical, dental and vision plans with low or no premiums, to fit your and your family’s preferences. In addition, Garmin’s financial benefits include a generous 401K retirement plan that provides 5% of pay base contribution plus a match of 75 cents for every dollar you contribute to a maximum of 10% of your compensation. The employee stock purchase plan allows for shares to be bought at a 15% discount. Garmin offers many other benefits and perks ranging from well-being initiatives, educational assistance and career development, community charity support, and employee discounts just to name a few.\n\n \n\nGarmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.