German or Japanese Speaking Community Specialist J284 – Mountain View, CA

*This role includes regular weekend work as part of a 40-hour work week

Project Overview
A relatively new department responsible for introducing devices to bring the clients’ mission into user’s daily lives. Currently we are responsible for Google Chromecast devices, Google Wifi and Google Home. We are looking for Community Specialists to support the Google Home Products team, whose goal is to help users find answers to their Google Home, Google Chromecast and Google Wifi device questions wherever they are and to engage with our experts. This role will focus on managing the clients’ community forum and engaging with social influencers and customers to address questions on Twitter and other social media platforms.

Job Overview
The specialist will be expected to have strong in-depth product knowledge and will focus on technical troubleshooting on public forums. The work will primarily consist of resolving user technical issues and providing customer support. Additional responsibilities include triaging and escalating bugs and trending issues as well as community health activities such as marking spam, duplicating repeat questions, redirecting users who are in the wrong forum. This will include weekend work when our forum and social channels receive the most traffic. The specialist will be provided with an escalation path for questions they are unable to answer. In addition there will be additional special projects related to external expert relationship recruitment and management.

Top 3 Daily Responsibilities
– Troubleshoot and respond to social posts and forum threads within a 4 hr or 24 hr SLA respectively
– Maintain a ‘healthy’ environment by removing spam, duplicating threads to already existing content, and directing people to other existing help content.
– Responsible for escalating new issues to Community and Social Leads and duping threads to any mega threads created

Additional Responsibilities
– Follow up/close the loop on user issues in the forum and social support
– Ad hoc project work as needed

Required Skills

– Native fluency in Japanese or German
– BA/BS Degree (Manager is open to area of study)
– 2-4 years experience providing customer support, preferably in a technical or hardware setting
– 1-2 years experience working in PR, social media marketing or another similar field (preferred, not required)
– Strong English skills for verbal and written communication at all levels
– Self-starter who can manage their own tasks and who will suggest ways to improve upon current processes
– Technical expertise and knowledge of the online space
– Strong time management skills
– Willingness to learn new technologies
– Knowledge of social media platforms and online forums
– Knowledge of Google apps
– Proven good judgment in navigating and resolving sensitive situation

For more information contact Jeanne

If this is not what you’re looking for maybe you could refer a colleague.  We offer a referral bonus if your colleague is hired.