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Social Media Customer Support - Fluent German

Job Location: Dublin

Regional Description: Ireland

Job Number: 00627598


- Job description

Job Title                            Social Media & Community Support

Role Summary

Our mission is to provide the ultimate support experience through best-in-class service for end users by being the voice in Social Media and Forum channels of our client.


As a social media & community support agent, you will handle questions and escalations, help forums and other channels. You will quickly adapt and respond to industry changes as well as internal initiatives.



Roles and Responsibilities

      Ensuring excellent customer satisfaction and driving issues’ resolution

      Supporting user queries relating to video uploads, account verification, channel transfer, user URL and copyright in a friendly and accurate manner

      Troubleshooting and help resolving technical issues

      Customer education on related products

      Collaboratively share feedback and data insights

      Uphold our brand voice and develop a meaningful, genuine rapport with our online communities

Required Skills/Competencies/Experience

      Fluency in English and an additional native-level EU language

      2 years minimum experience in social media customer support

      Excellent communication skills:

o    Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

o    Must be able to grasp complex and sometimes technical concepts, and explain them to a non-technical audience in a friendly and easy to understand format

      Strong, relatable social post skills. Ability to respond timely and transparently to users

      Tech-savvy, regular user of video sharing platforms and cloud storage solutions 

      Demonstrates quick and effective critical-thinking and problem-solving skills

      Diligent daily monitoring of and response to direct mentions, both public and private, on all necessary platforms

      Strong customer support skills with the desire to help, empathize and relate to users

      Internet savvy, understand the players in this space

      Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process and industry changes

      Efficiency in prioritizing tasks in a fast paced environment

      Significant attention to detail

      Strong work ethic and ability to work with minimal supervision

      Ability to work under pressure


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at


Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.


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