Job Information
Cognizant Support Spanish Agent for Waze in Sao Paulo, SP - Rochavera, Brazil
Job Summary
The Social Media Support Agent is the voice of Waze across global digital platforms. In this role you will act as a frontline representative managing community interactions and ensuring that user concerns are addressed with speed accuracy and a service-oriented mindset. You will monitor social sentiment provide real-time support and work closely with community managers to maintain Waze reputation across all social ecosystems.
Responsibilities
Community Monitoring & Listening: Actively monitor and review comments reviews and mentions across the Play Store App Store Facebook and other social media channels
User Engagement: Provide timely responses to user inquiries using approved canned responses or by directing users to formal support ticketing systems
Content Deployment: Execute the posting of messages and updates at specific time slots as determined by the Waze Community Manager
Issue Triaging & Escalation: Proactively identify and escalate potential crises or large volumes of complaints that indicate system failures to the Community Manager or on-call teams
Ancillary Support: Provide specialized support for Waze Carpool online presence and other media tasks as coordinated via internal teams
Strategic Coordination: Provide social media listening data and draft responses in coordination with Google ensuring all communications meet express approval standards
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.