Support Specialist Jobs

Contract Duration: 12 months

The Service Management and Operations Group is seeking a Product Specialist to help the Reality Labs (RL) customers achieve success by understanding their needs and responding quickly and effectively to requests.

We are looking for someone who is a strong and passionate advocate for our customers while providing inputs for Customer Support materials creation, and managing escalations and communications with Meta Engineering, Quality, and Reliability teams. This role needs to be an influencer to align cross-functional partners to ensure the best possible experience for our customers.

Job Responsibilities

• Provide inputs to Customer Support’s technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining.

• Own technical support escalations via our established ticketing system.

• Partner with Customer Support to optimize technical support escalation flows.

• Act as a liaison between Customer Support and engineers.

• As required, work through and own advanced Tier 3 customer related issues through to resolution.

• Drive our consumer technical support strategy and establish process the optimizes for customer satisfaction.

• Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.

• Provide feedback on customer support training and quality improvements needed at vendor partner locations.

• Compile and analyze Voice of the Customer reports.

• Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams.

• Actively participate in software and hardware dogfood to provide feedback from Customer Support and user’s perspective.

• Communicate the impact of product changes during monthly software release to Customer Support.

• Create Business Requirements Document (BRD) for tooling changes.

Minimum Qualifications

• BS or MS degree in Technical Support or Customer Service.

• 4+ years of experience in Technical Support or Customer Service serving consumers and Enterprise customers.

• Experience in communicating technical content and analytical insights to audiences.

• Experience in using data to influence direction.

• Experience in driving results, motivate, and instill a sense of urgency in others.

Preferred Qualifications

• Experience building cross-functional relationships at all levels of the organization.

• Achieve results with minimal supervision.

• Consumer Electronics experience.