RESPONSIBILITIES
Investigate, troubleshoot, provide guidance or respond directly to escalated support requests on any Reality Lab product via email, chat, or phone
De-escalate disgruntled customers through communication soft skills, active listening, attention to detail and empathy
Identify and raise awareness for emerging high-level issues to appropriate business teams and provide updates, request customer facing alerts and update agents until final resolution
Cascade messaging to contact center agents for sensitive issues from legal and communication teams in an accurate and timely manner
Draft and maintain agent-facing knowledge base articles for handling process, troubleshooting steps, and promotions
Develop and deliver training and associated knowledge base content to contact center agents
Collaborate and drive collaboration with business teams by investigating customer details and/or circumstances to solve or mitigate new issues
Outreach to customers regarding sensitive issues identified by business teams
Lead and contribute in support related meetings with contact center agents
Learn and flawlessly execute handling of sensitive (legal, payment, risk, safety) support requests
Assist in calibrations with contact center agents’ quality and evaluation of dissatisfaction drivers
MINIMUM QUALIFICATIONS
3+ years’ experience in customer-facing communications, community management, or customer service
1+ years’ experience as a Tier 2 agent or higher in customer-facing communications, community management, or customer service
PREFERRED QUALIFICATIONS
Experience providing technical support for Windows OS hardware and drivers
Experience providing technical support for products such as VR headsets, smart devices, laptops or desktops
Experience providing support for a platform as a service such as an app store, console store, or other form of digital content distribution
All your information will be kept confidential according to EEO guidelines.
