Product Support Specialist

Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

We are seeking a Product Support Specialist on a contract basis, Onsite in Sunnyvale.

The Service Management and Operations Group is seeking a Product Support 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 our 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.

Responsibilities:

• Provide inputs to Customer Supports 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 users perspective.
• Communicate the impact of product changes during monthly software release to Customer Support.
• Create Business Requirements Document (BRD) for tooling changes.

Must Haves:

• BS or MS degree in Technical Support or Customer Service.
• 3+ 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.

Nice to Haves:

• Experience building cross-functional relationships at all levels of the organization.
• Achieve results with minimal supervision.
• Consumer Electronics experience.

Perks are available through our 3rd Party Employer of Record(Available upon completion of waiting period for eligible engagements)

• Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program
• Accrued PTO: Up to 15 days per 12 months on assignment
• New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.