Social Media Specialist

HCLTech is a global technology company, home to more than 219,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2024 totaled $13.4 billion.

As a Social Media Specialist, you will be responsible for executing on sold social media services. Included can be monitoring social media sites, engaging directly with consumers on social media sites (Social Customer Care) and reporting and providing insights in support of the Social InteraXions solution for their respective program.

Main Responsibilities:

• Monitoring

- Conduct near real time social media monitoring of brands, issues, competitors, industry and topics.

- Update queries, search terms and tags as appropriate within social media monitoring technology platform(s)

- Identify and escalate critical and/or sensitive social media posts to the appropriate parties.

- Identify engagement opportunities

- Gather data and insights that tie back to measurements that tie back to program objectives.

- Apply meta-data (tags, codes) to social media posts that can be reported upon (when applicable).

• Engagement

- Enhance relationship between the brand and the consumer and support efforts to increase overall customer experience.

- Respond to consumer’s questions, praises, complaints and comments on various social channels (Facebook, Twitter, etc.).

• Reporting

- Review social media conversations and extract insights that tie back to client and brand objectives.

- Create formal monthly or bi-weekly social media reports that deliver business intelligence back to the client.

- Apply appropriate social media metrics and commentary to support reporting insights.

- Provide reconciliation and other required regulatory data/reports to pre-approved parties.

- Be aware of trends/themes in the social media industry as well as the client’s industry.

- Be able to speak intelligibly about the social media insights and metrics captured in the report to Clients and Client partners.

• Other Social Media Related Activities

- Moderate specific social pages and social accounts on behalf of client

- Publish approved content

Requirements:

• Minimum high school diploma. College degree preferred.
• Online social media presence across multiple social media platforms (active Facebook and Twitter account mandatory) is a must
• Author of a personal or business blog is a plus
• Social Customer Care experience preferred
• Marketing experience preferred
• Proficient oral and written skills in English
• Proficiency in French, Portuguese or Spanish is considered as an advantage
• Ability to read and comprehend simple instructions, short correspondence and memos
• Ability to write simple correspondence, and to effectively present information in a one-on-one and small group situations to customers, clients and other employees.
• Ability to analyze data, language and tie back analysis to business relevancy (for projects involving reporting).
• Foundational use of MS Office products, Excel, Word & PowerPoint
• Ability to work late shifts : 4pm - 1amWhat we offer:

• Competitive salary and performance bonuses
• Opportunity for career progression
• Young and vibrant team environment
• Social benefits package
• Professional on-boarding and on-going trainings

HCL Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by state or local laws.

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