Product Specialist III

Overview

On Site
$40 - $50
Contract - W2
Contract - 12 Month(s)

Skills

Service Operations
Product Specialist
Technical Support
Customer Service
Launch readiness
Supporting Escalations
Salesforce
SOPs
BRDs
PRDs

Job Details

PROLIM Global Corporation ( is currently seeking a Product Specialist III for the location of Sunnyvale, CA Onsite with one of our Top clients.

Working Title: Product Specialist III

Location: Onsite in Sunnyvale, CA

Job ID: 63516-1

Client: Meta

Product Specialist

The Service Operations Team is seeking a Product Specialist to help 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 managing escalations and communications with Meta Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.

Responsibilities:

  • 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.
  • 5+ years of experience in Technical Support, Customer Service, or related field.
  • 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.

Years of Experience 5+ years of experience in Technical Support, Customer Service, or related field

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

Keywords

  • Launch Readiness
  • Supporting Escalations

Degrees/Certifications BS in a related field preferred, not required

Apply online for immediate consideration, please send your updated resume, and contact info via email

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