Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. ResponsibilitiesImplement the online community moderation strategy, coordinating with stakeholders to ensure its effectiveness and providing superior quality of support to the PTC community. In addition to the Community itself, the moderation strategy involves an extensive use of Khoros Care, an online tool separate but integrated into the Community platform itself. It is dedicated to organize the moderation and contributions on internal stakeholders to the Community through a set of processes to implement.Review and moderate according to policy and good judgement all customer facing conversations: forum posts, ideas, replies and comments, images, videos and audio, attachments, user profiles (if necessary) to ensure compliance with the Community Terms of Service. Escalate to the Community management as appropriate. Intervene in conversations as appropriate to keep them productive and on purpose. Edit content if warranted. Move content or remove it altogether when needed. Manage user bans. Respond to moderator reports from the users and escalate when necessary. Regularly share insights gained from Community moderation to the Community team. Suggest improvements to the Moderation Guidelines to ensure they are up to date with the practice. Through the daily interaction on the Community, develop a deeper understanding of the Community as a web of relationships and of the persona involved in order to anticipate users' needs.Accomplish tasks related to content management as assigned by the Community Management.RequirementsHighly proficient in English, especially in writing. Ability to effectively communicate information and understand statistics. Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, etc.). Have a basic knowledge of principles of customer service and demonstrate a deep empathy for users. Remain cool under pressure. Strong organizational, multitasking skills, team player, detail focused and reliable. Knowledge of the Company’s industry and targeted demographic’s culture preferred. BA/BS preferredLife at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
Community Moderator in Bucuresti
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