Online Operations Agent Ii

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As a Premier Partner Experience Expert, the primary responsibility is to provide technical assistance and support to customers who have issues with their accounts and Meta’s products. An Expert will be responsible for identifying and resolving technical problems, as well as answering questions and escalating account and bug related issues. An ideal candidate will need to have a strong understanding of the product or service being offered, as well as the technical aspects involved in using it.

Job Responsibilities:

• Communicating with customers via email to resolve partner issues within established time frames

• Escalate issues to different cross-functional teams, and monitoring escalations for end-to-end case management.

• Documenting customer interactions and resolution paths, building documentation for proactive and reactive resolution.

• Maintain a high level of customer satisfaction by providing timely and effective support.

Skills:

• Excellent verbal and written communication skills, with strong attention to detail.

• Outstanding customer service skills and the ability to build rapport with customers.

• Strong interpersonal skills and the ability to work collaboratively in a team environment.

• Ability to work independently and manage one’s time effectively.

• Proficient with computer applications, such as Microsoft Word and PowerPoint, with the ability to learn new software and tools quickly.

• Ability to accurately document and record customer/client information.

Education/Experience:

• High school diploma or GED required.

• Previous customer service or call center experience preferred.