Job Description

Contract Duration: 12 Months

Job Description:

The main function of a Meta Reality Labs Customer Support Specialist III - Health & Safety

Meta Reality Labs (RL) is building the next generation of computing devices to bring the world together and make people feel closer. This includes Oculus and Portal products, AR and VR software and hardware, and research and development labs. We are seeking a highly motivated team player to serve as Meta Reality Labs Customer Support Specialist III. This role will play a key part in supporting RL’s monitoring and response to users’ experiences and support compliance with key regulatory requirements. You will enjoy working on novel issues and technologies and have the ability to see your insights turned into real world impact.

The ideal candidate is an experienced customer support specialist familiar with the processes needed to track, assess, implement, and monitor case progress and compliance with legal obligations. In partnership with RL Legal partners, they will work closely with our customers to resolution. In addition, excellent judgment and comfort operating with ambiguity in a fast-paced environment is required. This is a great opportunity to join a growing customer support team and to work in an exciting, fast-paced environment.

Job Responsibilities:

• Responsible for customer support and engagement, with a focus on customer reports related to the Health & Safety of our products and/or other escalated requests
• Demonstrate sharp attention to detail in executing and reviewing customer reports, and follow the correct process accordingly
• Exhibit empathy when dealing with upset customers and exercise good judgment when determining whether a report needs escalating
• Addressing escalated inquiries and creating cases for the customer support team while communicating with leadership regarding customer identified issues
• Close collaboration with Legal program support members with a consistent drive towards customer resolution
• Possesses above average technical ability; being able to learn and understand consumer steps in-product and to be able to navigate internal tools for issue diagnosis and logging will be necessary.

Minimum Requirements:

• At least two years of Customer Service, Technical Support, Experience in escalations or dealing with escalated customers and soft skills
• A Great Positive Attitude, with High Empathy
• Excellent at building relationships with people with cross-functional teams
• Self driven, ability to handle multiple tasks in a fast-paced environment.
• Strong communication skills. Demonstrated ability to communicate effectively both verbally and in email/writing.
• Excellent judgment and comfort operating with ambiguity in a fast-paced environment
• High School Diploma or GED
• Minimum typing speed of 35 wpm, with 90% accuracy.
• Strong knowledge of computer applications including: Microsoft Office, Google Chrome, and Internet Explorer.

Preferred Qualifications:

• Experience working with Legal and Compliance teams
• Passionate about Augmented and Virtual Reality products, gaming, or technology