Site Content Moderator
Bilingual Technical Mediator/Moderator Norwegian
You will be responsible for maintaining a clean and interactive environment for all participants in social self help forums. A Moderator is also the first customer facing contact point that would be able to identify the top and high impact issues affecting customers. Reporting content gaps and requirements to the subject matter expert is a critical role that a moderator should also take. A Moderator will be required to compose responses, generate solutions and interact with customers using similar dialogue and conversational styles. The role requires individuals who have very strong customer focus skills as they will be required to interact with the customers, thinking and composing their responses. So someone who can THINK OUTSIDE THE BOX.
Interact with customers via an online community forums
Provide technical support for Microsoft customers using the tools and resources provided
Follow defined processes to create a positive customer and partner experience
Owning and resolving technical issues that are provided by the customers
Answer, Create, Merge, Split, and moderate posts and threads in the Answers Platform.
Prioritize customer engagement to meet Service Level Agreement
Ability to answer users’ product/service related questions
Manage forums traffic and ensure an abuse free environment
Flag threads as questions or general discussions by adding tags (meta data)
Block or ban certain users with SPAM like activities or abusive content/post
Set alerts or notifications on threads and posts
Fluency in written and spoken English and Norwegian language
Specialist Expertise- Demonstrates excellent technical proficiency and in depth knowledge of Microsoft products
Problem Solving - Demonstrates problem solving and troubleshooting skills
Managing Change- Ability to work effectively in a fast-pace, dynamic and changing environment
Interviews can be held remotely via on-line tests and tele-conference calls to aid convenience to candidates. The interview process can be 100% remote to aid convenience to candidates. Tests and simulations are held online, skype and telephone interviewing are also used
My client is a leading independent contact centre based in Belfast, Northern Ireland. Servicing an international client base from telecoms sector to gaming and online service providers they pride themselves on providing a professional yet fun working environment. Career management is important within this company so they provide their employees with the opportunity to work beyond their normal daily tasks to assist in projects and the development of new skills.
Benefits28 days holiday per year, Stakeholder Pension Scheme, Quarterly Performance Related bonus, Large range of employee discounts, Bi annual reward and recognition schemes, Buns and fruit on a Friday! Cycle to work scheme, Team and company events £13,500 - £15,000 per annum gross (€15,100-€17,000) see info on Belfast for evaluation on cost of living as salary is on line with this. 40 Hours per week on a rotational shift pattern 8am – 6pm