Overview
On Site
BASED ON EXPERIENCE
Full Time
Contract - Independent
Contract - W2
Contract - 12+ mo(s)
Skills
SKILLS TO BE ASSIGNED
Job Details
Title: Support Specialist III
Location: Onsite in Sunnyvale, CA
Pay Rate Range: $35- $40/hour W2, based on experience
Duration: 12+ months contract
Job Description:
The Service Operations Team is seeking a Product Specialist to help 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 managing escalations and communications with Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.
Responsibilities
Drive sale, promotion, holiday promotion, and VR game release readiness (games may include elements of violence)
Drive our consumer technical support strategy and establish processes to optimize for customer satisfaction.
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.
Develop and support 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 cross-functional teams including Engineering, Quality, and Reliability.
Participate in product dogfooding or demonstration to provide feedback from a customer perspective.
Communicate the impact of product changes during monthly software release to Customer Support.
Create Business Requirements Document (BRD) for tooling changes for Customer Support agents to better serve customers.
Work cross-functionally with XFN Stakeholders, beta test teams, special projects groups, B2B sales teams, etc. as a primary support Point of Contact (POC).
Minimum Qualifications
BS or MS degree in Business or technical discipline.
3+ years of experience as a Product Specialist, Program Manager, or Project Manager at a tech company
Experience in communicating technical content and analytical insights to audiences.
Experience in using data to influence decisions.
Experience in driving results, motivating, and instilling a sense of urgency in others.
Preferred Qualifications
Experience building cross-functional relationships at all levels of the organization.
Achieve results with minimal supervision.
Experience in Consumer Electronics.
Experience working well independently and with self-guided direction.
Team player.
Experience understanding enterprise customer needs.
Experience thinking on your feet.
Must-Have Skills
- Experience as a product specialist - Big Tech or tech companies with a suite of products
- Launch readiness (making training documentation, taxonomy)
- Supporting Escalations
Nice-to-Have Skills
- Experience with Salesforce - ability to pull reports
- Experience making SOPs / BRDs / PRDs
Benefits Info
Russell Tobin offers eligible employee s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
Location: Onsite in Sunnyvale, CA
Pay Rate Range: $35- $40/hour W2, based on experience
Duration: 12+ months contract
Job Description:
The Service Operations Team is seeking a Product Specialist to help 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 managing escalations and communications with Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.
Responsibilities
Drive sale, promotion, holiday promotion, and VR game release readiness (games may include elements of violence)
Drive our consumer technical support strategy and establish processes to optimize for customer satisfaction.
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.
Develop and support 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 cross-functional teams including Engineering, Quality, and Reliability.
Participate in product dogfooding or demonstration to provide feedback from a customer perspective.
Communicate the impact of product changes during monthly software release to Customer Support.
Create Business Requirements Document (BRD) for tooling changes for Customer Support agents to better serve customers.
Work cross-functionally with XFN Stakeholders, beta test teams, special projects groups, B2B sales teams, etc. as a primary support Point of Contact (POC).
Minimum Qualifications
BS or MS degree in Business or technical discipline.
3+ years of experience as a Product Specialist, Program Manager, or Project Manager at a tech company
Experience in communicating technical content and analytical insights to audiences.
Experience in using data to influence decisions.
Experience in driving results, motivating, and instilling a sense of urgency in others.
Preferred Qualifications
Experience building cross-functional relationships at all levels of the organization.
Achieve results with minimal supervision.
Experience in Consumer Electronics.
Experience working well independently and with self-guided direction.
Team player.
Experience understanding enterprise customer needs.
Experience thinking on your feet.
Must-Have Skills
- Experience as a product specialist - Big Tech or tech companies with a suite of products
- Launch readiness (making training documentation, taxonomy)
- Supporting Escalations
Nice-to-Have Skills
- Experience with Salesforce - ability to pull reports
- Experience making SOPs / BRDs / PRDs
Benefits Info
Russell Tobin offers eligible employee s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
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