Looks like a great job. I would apply ASAP.
Responsibilities
Customer Engagement and Success (75% of time)
- Monitor and respond to email, chat, or slack requests, about technical cases for new and existing customers
- As a key responsibility of this role, own and create resolution steps, training materials, ‘how-to’ video guides, and technical support FAQs
- Provide technical troubleshooting to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
- Drive customer outreach by drafting, compiling, reviewing, and editing patch notes and outbound email communication
- Conduct data analysis from multiple sources on customer outreach campaigns to develop insights and funnel results that enhances both the customer and business outcomes
- Build relationships with customers and potential customers, and flag if senior personnel is needed to help drive for alignment
- Have excellent communication skills with the ability to communicate clearly to both technical and non-technical people (both written via chat/email and verbal via video chat)
- Cross-functionally interact with Q/A to be a sleuth, raise bug reports, and follow up on resolution
- Be organized, multi-task easily and prioritize multiple support requests under time constraint
Community Management (25% of time)
- Own, set, and implement social media and communication campaigns to align with marketing strategies
- Develop engaging text, image and video content for social media accounts
- Engage with the community, monitor, and report on feedback and online reviews
- Organize and participate in events to build community and boost brand awareness
- Liaise with Product and Marketing departments to stay updated on new products and features
- Stay up-to-date with digital technology trends