Description

The Technical Support Advisor role is to handle incoming general inquiries and technical issues via
emails / chat / phone related to Oculus Reality Labs products. Language of support is Global English.

Essential Functions/Core Responsibilities 

● Addressing and resolving inbound customer support inquiries

● Working with internal cross-functional partners to resolve customer inquiries

● Achieve & maintain target performance and on-time metrics

● Ensure each inquiry is “resolved” form the customer’s perspective

● Understand common customer pain-points and actively contribute to a knowledge base of resolution

● Identify opportunities to elevate best practice positioning and help center content creation

● Possess a service-oriented mind set and approach to work, delivers value through service

● The ability to thrive in a dynamic, team-focused environment

● The ability to comprehensively resea...