Overview
Skills
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