About Us:

We are a new startup company with a mission to provide remote call centre assistance to those that need help in the social media space. We aim to be the forefront for customer service for social media engagement and support.

There are millions of people that are not socially savvy who need help and training using the social media applications that many of us use easily every day. Rock Lantern Global support team will endeavor to support these users in the social media space and more as the company grows.

We have all had that time where we have had an issue on social media and trying to resolve it through the respective companies through tickets and calls has been painful. In most cases many of us have the knowledge and can help others easily and quickly. That is why we have put the Rock Lantern website together where you will act as a global front line support for social media applications.

On our website you will see we offer different tiers of support to customers, our prices are extremely competitive as we want everyone to have the support they need across a plethora of social media applications.

Very soon we'll also be supporting AI applications, so its a great time to join us as we grow.

NOTE: This is a commission only based role where you will be paid by loyalty rewards such as amazon reward vouchers for your services.

Duties and responsibilities

Rock Lantern are seeking highly motivated individuals to join our team as Social Media Helpdesk Agents working directly from home. This opportunity is ideal for individuals seeking practical experience within a help desk role working with customers in a customer service focused capacity.

You will also be able to utilize and develop your communication skills whilst working within a professional environment. You will be available for a set number of hours per day based on schedule and availability to answer calls to help and remediate any issues customers have within the social media application space.

As part of the team, you should have a certain level of expertise in at least 3 social media applications, this could be Facebook, Instagram, Twitch, WhatsApp etc. We’ll support up to 30 application platforms, but you need only be good at 3 or more, in other cases you would transfer the call and associated tickets over to another support agent to help resolve the case.

As part of your role, and to gain accelerated learning, you will also be expected to present to large audiences to enhance your presentation skills. This presentation will be webinar based so you will need to produce a presentation on the social media platform you are an expert on at and do a short 30-to-45-minute session walk through on it, ideally this should be done through PowerPoint slides but you can show or use your own or test accounts you have access to. Full support on how to do this will be provided.

Responsibilities:

• Handle inbound calls professionally and efficiently.
• Provide exceptional customer service by addressing inquiries, resolving issues, and delivering accurate information.
• Maintain thorough and accurate records of customer interactions in our CRM system.
• Collaborate with other team members through tickets to meet and exceed customer satisfaction goals.
• Participate in any ongoing training sessions to enhance communication and problem-solving skills.
• Assist with administrative tasks as needed to support the operations of the call centre.

Experience and qualifications

Requirements:

• Excellent communication skills, both verbal and written.
• Strong interpersonal skills and a customer-centric mindset.
• Ability to multitask and prioritize tickets effectively in a fast-paced environment.
• Basic computer proficiency and familiarity with CRM systems is a plus.
• Willingness to learn and adapt to new processes and technologies.
• Highly Proficient in at least one or more social media application platforms

Benefits

• Gain practical experience in through a professional remote virtual call centre environment.
• Develop essential skills in customer service, communication, and problem-solving.
• Receive mentorship and guidance from other experienced professionals in the industry.
• Networking opportunities within the company.
• Access to company knowledge base for Social Media
• Opportunities to earn ongoing commissions

Company culture

Working at a new and exciting social media helpdesk company is like being at the nerve center of the digital world its fast-paced, people-powered, and constantly evolving.

Here's why it's a brilliant career move:

You're at the Frontlines of Innovation

Social media platforms are where trends are born, brands are built, and conversations shape culture. As a helpdesk professional, you're not just solving problems — you're enabling millions of users to connect, create, and thrive. Every day brings new tools, features, and challenges.

Problem-Solving Meets People Skills

You’ll master the art of digital empathy — balancing technical know-how with human understanding. Whether you're guiding a small business through ad setup or helping a creator recover their hacked account, your work has real impact. You become the voice of calm in a chaotic moment, and that’s powerful.

Global Reach, Local Impact

Social media never sleeps, and neither does its community. You’ll collaborate to support users from every background, and gain exposure to diverse cultures and communication styles. It’s a crash course in global citizenship all done remotely.

Culture of Communication

Social media companies thrive on feedback, transparency, and collaboration. Expect to open Slack channels to idea-share on sessions, and utilize a workplace that values your voice. You’re not just answering tickets — you’re shaping how the company listens and learns.

To Apply

If you love tech, thrive on human connection, and want to work with a company that will evolve as fast as the internet itself, then this social media helpdesk agent role is for you. Go to the Rock Lantern website to learn more and register.