Job Title: Support Specialist III Duration: 12 months Location: Sunnyvale, CA, 94089 (Onsite) Summary:
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 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.
Product Specialist, Service Management and Operations Group (SMOG)
Must-Have Skills:
Strong written and verbal communication skills /XFN collaboration
Empathy for the customers / the contact center agents (need to put themselves in the customer’s and agent’s shoes)
Able to juggle multiple projects or assignments.
Nice-to-have Skills:
Analytical skills (some of the product teams will ask how many customers are impacted)
Customer electronics experience
Achieve results with minimal supervision.
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.
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.
Preferred Qualifications:
Experience building cross-functional relationships at all levels of the organization.
Achieve results with minimal supervision.
Consumer Electronics experience.
CPRA: Notice to California Applicants: 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.
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. 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: $32.00/hr.
