Job Description
PURPOSE OF THE JOB
The Technical Support Representative serves as the voice of Guitar Center and Musician's Friend across multiple digital channels, ensuring exceptional customer engagement and service. This role manages customer interactions through social media, review platforms, and email, responding to questions, feedback, and concerns with professionalism and empathy. The Specialist helps maintain the company's reputation and collaborates with internal teams to resolve escalated issues and identify trends that improve the overall customer experience. RESPONSIBILITIES/DUTIES
Social Media & Community Engagement o Monitor and respond to customer interactions across social platforms (Twitter/X, Facebook, Instagram, YouTube, Reddit) using Falcon. o Identify and prioritize time-sensitive posts or tweets requiring attention; respond within service- level timeframes (typically within 60 minutes during operating hours). o Reply to positive mentions with gratitude and personality, and escalate verified or high-impact posts to the Social Media or PR teams. o Address negative experiences with empathy, providing assistance or escalation as appropriate. o Identify and hide or report spam, profanity, or inappropriate content in alignment with company policy. Review Site & Reputation Management o Manage and respond to online reviews through RIO and TrustPilot, ensuring timely, professional, and personalized responses to customer feedback. Email Support o Utilize designated brand email accounts to correspond with customers and ensure timely, consistent communication. o Monitor the internal CET inbox for escalations or internal support requests and respond promptly. Additional Responsibilities o Adhere to service level agreements and contacts per hour goals set by management. o Assist in identifying trends in customer sentiment, recurring issues, or emerging topics for proactive communication and training. o Perform additional duties as assigned by management. Experience Requirements:
Excellent communication skills. • Analytical Skills:
Explores information, data, reports, and/or items in order to extract meaningful insights, which can be used to problem solve. • Collaboration:
Able to develop cooperation and teamwork while participating in and leading groups, working toward solutions which generally benefit all involved parties. Proven cross-functional team participation capabilities. Able to work effectively with internal and external partners to accomplish goals. • Customer Focus:
Able to understand and focus on the customer experience when designing services and processes. Able to establish and maintain effective relationships with customers and gain their trust and respect. • Interpersonal Communication:
Able to communicate with diverse people in a clear, concise, and courteous manner through multiple methods, including verbal and written. Caters messages to specific audiences. Demonstrates respect to others, surroundings, and self. • Initiative:
Able to identify opportunities and issues and proactively follow through to capitalize and resolve them. Takes positive action without necessarily being requested to do so and thinks critically to identify solutions. Driven by continuous process improvement and creativity. Tireless worker with a positive, can-do attitude. • Organizational Skills:
Able to utilize time, energy, and resources to manage priorities, stay on track, and achieve goals. Establishes a systematic course of action to achieve an objective. Manages multiple projects and pays strong attention to detail. Completes tasks thoroughly in a timely manner. • Technology Skills:
Able to navigate technology systems, equipment, and computer programs needed to fulfill communication, customer service, and business needs & expectations. Proficient typing speed. Physical Functions :
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. EQUIPMENT USED
Standard office and computer equipment including MS Office software. WORK ENVIRONMENT
Office cubicle environment with minimal exposure to the environment or health hazards. LANGUAGE SKILLS
Must be able to speak, read, write, and comprehend English.
