Description
Job Title:
Online Support Moderator - UK Market
Language Recruitment Services (LRS) is currently recruiting for an Online Support Moderator whose primary role is to provide technical support answers for the online community. You will also be responsible for publicising accurate support information and ensuring that customers can easily find solutions online. You will work closely with call centres and one of your main aims will be to encourage a culture of peer support.
Responsibilities:
- Ensure that answers to popular support questions are easily accessible online
- Monitor and review user generated content such as text, video, audio and image content within the context of online support
- Build a solid relationship with call centre representatives for their supported territories
- Produce effective questions/answers to alleviate high call volumes
- Monitoring and editing all forums, moderating user accounts and online behaviour
- Monitor Social media channels
- Be an expert source of knowledge regarding company brands, products and support
- Educating users on community rules and the acceptable use policy, as well as encouraging peer support and acknowledgment of helpful User Generated Content
- Maintaining a responsible online presence
- Keeping aware of all Child Protection issues
- Reporting on support behaviour and trends in a week report
- Recording successful call deflection using Lithium technology and Right Now ticketing system
- Analysing call centre activity
- Escalation of support issues
Requirements:
- An excellent level of written and spoken English
- Solid experience in a customer support environment.
- In-depth knowledge of online gaming and a regular user of online forums
- Excellent knowledge of online support techniques, processes and systems
- Knowledge and experience of social media networks
- Microsoft Office Software Suite and Lotus Notes / email experience
- Experience of Lithium or other Bulletin Board/Forum products
- An interest in gaming
Hours of work
- 37.5 hours per week
- Availability to work both day and evening shifts. Availability to work one weekend day when required
- Working from home may be required
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Applications can only be accepted from individuals who are eligible to work in the UK
Please bear in mind that you may not hear from us immediately. Should your skills and qualifications be suitable for the positions applied for (or similar positions), we will contact you as soon as possible. In the event there are no positions that match your skills and qualifications currently available, we may hold your details on our database and contact you in the future should a suitable vacancy arise.
LRS is an Equal Opportunities Employer
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