Respond to user inquiries with high quality, speed, empathy and accuracy
Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
Become an expert in the support experience for users; understand and resolve their inbound product questions and issues
Investigate escalations from internal stakeholders and lead them to resolution
Develop and share deep expertise on a key client product
Make informed recommendations to improve user experience with the client’s products, supporting workflows, and address areas for product support optimizations
Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience
Identify and resolve fraud trends impacting our users
Proactively investigate, troubleshoot, and resolve sensitive escalations
Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal integrity solutions
Ability for up to 16 hours a month to work on weekend and holiday shifts
Qualifications: Minimum Qualifications:
3+ years of experience in a support function working directly with clients or users
Experience communicating issues, risks and paths to resolution the results of analyses in a clear and effective manner
Experience working with global teams
Resilient mindset - thrives over changing priorities and ever changing knowledge
Strong problem-solving and analytical skills
Attention to detail - ability to follow strict set of operational steps
Customer focused approach
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $39.40/hr.
