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Online Community CoordinatorBroomfield, Colorado, United States

Online Community Coordinator

Broomfield | Colorado | United States

If you have a passion for online communities, talking technology, social networking or interactive marketing, and have a desire put that enthusiasm to work, this is your chance! Webroot provides online communities that drive customer collaboration, marketing strategy, product development and brand advocacy. You will be the enthusiastic voice of Webroot externally and the voice of our customers internally, effectively communicating their wants or issues to our Webroot teams. We are changing the way brands engage with their customers and this opportunity will prepare you for an incredible career path while working with emerging security network technology.

As an Online Community Coordinator in our Broomfield, CO office, you will be the eyes, ears voice and face of Webroot's online communities. You are responsible for the responding to prospects and customers, proactively improving customer experience, and engaging on other 3 rd party IT communitiescommunity and digital channel care conversations. You will work​ cross functionally with the Online, Marketing and Support teams as well as Product Development sharing proactive insight and awareness on what are customers are experiencing. Your top-notch organization and innate sense of urgency will aid you in your success as you triage day-to-day issues for our customer community. Versatile written and verbal communication skills will be necessary when writing and publishing original content and connecting people within the community and delivering vital messages to both existing and new customers engaging and interacting with them on where to start and everyday Webroot best practices. Your reporting skills will be necessary to track success and sharing status read-outs. This is a unique opportunity to put your passion to work and to join a team who is excited to come to work every day!

You Will:
  • Answer questions as they come up on all digital channels including the Webroot Community
  • Moderate and manage community and digital channel care conversations
  • Monitor and respond to 3 rd party review sites such as:
    • Capterra
    • G2 Crowd
    • Consumer Affairs
    • Amazon
    • Best Buy
  • Participate in third party conversations about Webroot and security topics on IT Communities like
    • SpiceWorks
    • Reddit
  • Create support-related content for our Webroot Community and other digital channels
  • Be a liaison between the Online team, Support team, and Marketing team.
  • Provide ongoing feedback to internal team on conversation trends and product feedback
  • Provide weekly reports on status and successes
  • Contribute to special projects as they come up

You Bring:
  • At least 2 years of experience in a related role
  • Experience in the security industry is ideal; experience in a technology industry is preferred
  • Great written communication skills
  • Outstanding organizational skills
  • Ability to manage multiple digital channels and customer knowledge to respond appropriately and timely
  • Experience with digital care channels
  • Experience with online forums
  • A Team-player and self-starter mentality
  • Empathy and compassion in all interactions
  • Creative and proactive customer assistance
  • An ability to train or walk someone through a process
  • Strong communication skills for both technical and non-technical audiences
  • Passion and love for helping people
  • Problem solving and critical thinking
  • Professionalism at all times
  • A Natural curiosity to stay up-to-date on technology trends
  • Willingness to work flexible hours

If this sounds like you, then apply now, we want to talk with you!

At Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets - their talents, experience, and career aspirations. Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career. Principals only - no third parties, please. Webroot Inc. is an Equal Opportunity Employer.

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