Digital Services Specialist

Job Summary

The Digital Services Specialist enhances and expands Acer’s online presence and brand awareness across social media networks, video channels, and community platforms. This role leverages technical support knowledge, social media experience, and advanced written communication skills to deliver high-quality, engaging content. The specialist connects directly with users, translates complex technical concepts into accessible messaging, and fosters an active, loyal online community.

Duties/Responsibilities

• Monitor and respond to inbound service-related messages across social media networks and peer-to-peer support platforms including Facebook, X (formerly Twitter), YouTube, TikTok, Instagram, and the official Acer Community.
• Represent the Acer brand on e-commerce partner channels by answering customer queries on Retailer Q&A boards. Document the root causes of these inquiries and implement feedback loops to update help center articles, reducing the volume of future repetitive questions.
• Partner with the Knowledge Administrator to create, produce, and refresh video shorts, written technical documentation, and multimedia assets to expand Acer’s digital self-service offerings.
• Assist the Acer Retail Sales division by monitoring and addressing negative reviews on major retailer websites. Formulate prompt, helpful resolutions to mitigate negative sales impacts and protect the brand's online reputation.
• Conduct regular health checks of Acer's websites and social channels. Synthesize user sentiment, contact drivers, hot topics, and emerging product bugs into actionable data reports for management.
• Analyze audience feedback and community behavior to deliver concrete optimization recommendations to the broader Consumer Services team.
• Perform additional related tasks and projects as assigned.

Required Skills/Abilities

• Strong proficiency across current operating systems, including Microsoft Windows, Google ChromeOS, Android, and their respective ecosystem applications.
• Self-motivated professional that is capable of multi-tasking under tight deadlines while autonomously leading digital initiatives from conception to completion.
• Identify and define processes that enhance customer experience, reduce costs and deliver the right solution the first time.
• Proven problem-solving, de-escalation, and negotiation skills, with a track record of successfully managing sensitive public interactions and difficult customer situations online.
• Excellent interpersonal skills with a proven ability to work seamlessly in a cross-functional, highly collaborative team environment.
• Exceptional written and spoken English communication skills. Professional written proficiency in French, Spanish, or Brazilian Portuguese is desirable.

Education and Experience

• High school diploma or equivalent; or a minimum of 6 months related experience or training; or equivalent combination of experience and education.
• A strong, proven understanding of hardware troubleshooting and diagnostic processes within the PC, gaming, or consumer electronics industry.
• Experience with video creation and publication (e.g., producing video tutorials, recorded hardware guides, or training content) is a strong plus.

Scheduled Requirements

• Ability to maintain a 96% (rolling 13-week) attendance average.

• On-site presence is required at the office 3 days per week and 2 days per week working remotely. Work is full-time, Monday through Friday during standard working hours; day shift 7:00 AM to 5:00 PM. Candidates must be available to work within this timeframe.

• Quarterly as-needed on-site team meetings will also be held. Participation is required.
• Office and remote workdays are subject to change at any time.

Physical Requirements and Work Environment

• Prolonged periods sitting at a desk and working on a computer.
• Occasional twisting, turning, and reaching with arms to access files or equipment.
• Consistent use of hands and fingers to operate computers, phones, and other office machinery.
• Ability to effectively communicate in person or via telephone with peers and supervisors to maintain operational awareness.
• Close visual acuity required to view computer screens and read printed documents for extended periods.
• Ability to freely and safely traverse all areas of the facility, navigate stairs, and tolerate prolonged periods of sitting, standing, and occasional walking.
• Ability to safely manipulate and lift objects weighing up to 10 lbs. using proper ergonomic lifting techniques.
• While performing the duties of this job, the employee works in ambient room temperatures with lighting and traditional warehousing equipment as found in typical, climate-controlled warehouses and office environments.