Overview
On Site
$35 - $40 hr
Contract - Independent
Contract - W2
Contract - 12+ mo(s)
Skills
Service Operations
Management
Product Management
Legal
Marketing
Promotions
Virtual Reality
Customer Satisfaction
Issue Tracking
Technical Support
Tier 3
Standard Operating Procedure
SOP
Training
Reporting
Business Requirements Gathering
Customer Support
Business-to-business
Sales
POC
Analytical Skill
Motivation
Supervision
Consumer Electronics
Insurance
Communication
Messaging
Elasticsearch
Sourcing
Artificial Intelligence
Decision-making
Purchasing
Job Details
Payrate: $35.00 - $40.00/hr.
Summary:
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 Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.
Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
Pay Transparency: The typical base pay for this role across the U.S. is: $35.00 - $40.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying STOP to messages or by contacting .
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our
#AditiConsulting
#25-22924
Summary:
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 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 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.
- Achieving 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.
Pay Transparency: The typical base pay for this role across the U.S. is: $35.00 - $40.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying STOP to messages or by contacting .
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our
#AditiConsulting
#25-22924
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.