As I alluded to yesterday, I am changing roles here at VMware. I am thrilled to have been chosen to fill a brand new role of Social Media Specialist.
I’ll be the eyes & ears for VMware in the social networking world, assisting where I can in getting the information you need in your hands. It’s less of a technical role (I will not be working your tech support cases online!), but if I know of a self-help resource for you, I’ll send you the link.
If you’re a Twitterer, follow me: @vmwarecares
What’s a Social Media Support Specialist you ask?
- Someone who will provide direct assistance in the Communities, route users to specific resources or teams as needed with the goal to deflect calls and support requests.
- Listen to user conversations using social media monitoring tools and become involved following documented guidelines.
- Someone who will develop and implement methods to measure success and customer satisfaction related to assisting users in the Communities.
- Defines communication guidelines to help users find answers quickly, increase customer satisfaction of Global Services & Support