Social Media Specialist
at Atlantic Broadband

Date Posted: 11/26/2019

Job Description


The Social Media Specialist will work as part of the Social Customer Care Team to identify and resolve customer inquiries via ABB’s social media channels. This role will work cross-functionally in the organization to quickly and efficiently obtain and deliver information to the customer to drive overall customer satisfaction.  Great video troubleshooting skills, excellent product and billing system knowledge as well as an  understanding of the culture of social media are required. This position serves as the primary online point of contact for any customer using online channels to communicate with Atlantic Broadband.  This includes but is not limited to Social Media Channels via the Sprout Social Media Aggregator, Email Communication, Chat Support and Web collaboration. 

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

•        Demonstrated experience with all popular social media platforms, including but not limited to Facebook, Twitter, Instagram, YouTube, etc.

•        Stay current with social media trends and incorporate, as appropriate, to improve the customer experience, drive sales, and leverage ongoing customer involvement.

•        Provide support to our customers in the use of broadband communication equipment (home networking routers, Enhanced Wi Fi products, TiVo operating platform including TiVo Minis, on demand and over the top applications, data modems, and MTAs, and assure adequate connectivity to the network (voice and data).

•        Provide advanced support for TiVo connectivity issues. This includes troubleshooting TVE entitlements, proper firmware & configurations of devices, along with MoCA support within the home network.

•        Help to manage the Company’s social presence during weather alerts, emergency announcements and crisis situations. Post/manage/engage daily on Facebook, Twitter, Instagram, YouTube, and other primary social media platforms.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Job Requirements


To perform the job successfully, an individual should demonstrate the following competencies:

Flexibility-Able to remain open-minded and change opinions on the basis of new information; performs a wide variety of tasks and can change focus quickly as demands change; manages transitions effectively from task; adapts to varying customer needs.

Initiative- Able to bring about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.

Decision Making- Able to solve problems while exhibiting good judgment and a realistic understanding of issues; uses reasons, even when dealing with emotional topics, reviews facts and weighs options.

Communication- Clearly conveys information through a variety of media (verbal, written, e-mail, v-mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.

Self-development and continuous learning- Stays informed of current industry trends; actively identifies opportunities for learning; learns and applies new concepts to improve job performance; shares information with others on the job; takes responsibility for career development.

Customer Focus- Able to demonstrate a high level of service delivery; does what is necessary to ensure customer satisfaction; addresses and resolves service failures; priorities customer needs; makes customer and their needs a primary focus of action.

Education and/or Experience:

Language Skills

Excellent written and oral communication skills are required. 

Certificates, Licenses, Registrations

Associate's degree (A. A.) or equivalent from one-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Other Skills and Abilities

Knowledge of Microsoft Operating Systems, Apple Macintosh Operating Systems, some computer hardware knowledge, hardware driver knowledge, basic understanding of network topology\terminology, email troubleshooting (web and client based) troubleshooting tools (ping, traceroute, nslookup) and the Microsoft Office Suite.

Ability to troubleshoot dial up & DSL Internet connectivity issues over wired and wireless networks including no dial tone, modem not responding, invalid login, no sync no surf inability to get online, and understanding of modem configurations using a variety of equipment.

Ability to troubleshoot email issues such as blacklists, password resets, and SMPT-POP settings

Ability to troubleshoot LAN connectivity issues - local area network is an Ethernet or wireless LAN. The smallest home LAN can have two computers; a large WAN can accommodate many thousands of computers.

Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds??. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. Work hours may vary requiring occasional evening and or weekend hours

Job Snapshot

  • Employee Type: Full-Time
  • Location: Belmont, NH
  • Job Type: Marketing
  • Experience: Not Specified
  • Date Posted: 11/26/2019

About Us

Atlantic Broadband is a vibrant company providing the very best TV, Internet and Phone services to select US markets. We’re dedicated to giving our customers responsive local service and access to excellent entertainment delivered on crazy-fast Internet speeds.

Do you have what it takes to be a member of our team?

  • Do you thrive in a fast-paced, collaborative environment?
  • Are you a creative self-starter?
  • Would you describe yourself as passionate about customer service and knowledgeable about our services?
  • Do you want to work hard, achieve success, and have fun?

Join the Atlantic Broadband Talent Network today and stay up to-date on our openings as they continue to become available!

Our Excellent Benefits Package Includes:

  • Medical coverage (including prescription and vision plans)
  • Dental coverage
  • Life Insurance (1x salary at no cost to employee)
  • Long and short-term disability insurance (no cost to employee)
  • Voluntary employee, spousal and child life insurance
  • Company recognized Holidays with additional Floating Holidays
  • Paid time off programs
  • 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
  • Participation in our Employee Bonus Plan
  • Participation in the Cogeco Stock Purchase Plan
  • Complimentary and discounted broadband services if residing within our service area
  • Tuition Reimbursement

What is a Talent Network?

Talent Networks enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities through Social Media or email

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