Customer Support Agent - English (CL13)

General Information

Position: Product Support Agent CL13 - UKI

Location: Sandyford, D18

Contract: Full-time, 40 hours per week

Work Hours: Mon/Sun 8am-9pm (7am-8pm daylight saving time) rotation.

Note: Sponsorship is not available for this position; a valid full-time work permit is mandatory for us to proceed with your application.

Duties and Responsibilities

• Provide customer support through chat, email, and phone.
• Develop deep knowledge within a complex product group.
• Investigate and prioritize advertising issues, escalating to specialists when appropriate for further troubleshooting.
• Own tasks end-to-end until they are assigned to a specialist.
• Discern product confusion from bugs, identify solutions, and advise the sales team to accomplish their desired outcome.
• Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team.
• Partner with product support group specialists to identify solutions to advertising bugs and product confusion.
• Facilitate a high-end customer experience related to support for advertising bugs.

Inclusion and Diversity

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Language(s) Required

• English: fluent - C1

Basic Qualifications

• High School Diploma or GED
• Minimum of 1 year of experience with customer support/product technical support
• Active account on Facebook and a minimum of one other social network
• Active user of social media services
• Customer service experience

Preferred Qualifications

• Minimum of 1 year experience in delivery operations
• Bachelor's Degree
• Online advertising experience
• Experience using Facebook products

Professional Skills

• Excellent oral and written communication skills required
• Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
• Aptitude to support complex products
• Ability to overcome a product learning curve
• Ability to think critically and problem solve
• Ability to work in teams