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ob Description
Client's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're 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. Whether we're creating new products or helping a small business expand its reach, people at Client company are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

As a Customer Support III Agent at Client's Reality Labs you will apply a laser focus on identifying and solving the toughest customer facing issues, document the important findings, and assist in the creation of processes to quickly mitigate them going forward. While serving as a primary escalation between remote contact center agents and internal product, platform and support teams, you will use collective team resources, critical thinking and a plethora of tools to investigate and identify solutions which will delight our customers and turn the toughest, disgruntled customers into Reality Labs product advocates. This is a fast-paced environment requiring calm under pressure, a readiness to tackle adversity, and display superior judgement. Your mission will be to drive confidence for agents, surface new and urgent issues to appropriate teams, and provide timely and accurate resolutions to the toughest customer facing issues alongside the rest of the Customer Support III team. Your ultimate goal is to provide guidance and solutions to achieve complete customer satisfaction.

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.