Job Description

Enterprise Operations aims to be the pre-eminent business operation service organization worldwide. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving peoples issues, and are strong advocates for the broader Facebook suite of products. This role is focused on one of the newer products, Workplace. Workplace was built to connect everyone in your company and turn ideas into action. Our vision is to bring the superpowers of Facebook to support, to build community and bring the world closer together at work. We are looking for a passionate problem solver to develop both a deep and broad comprehension of Workplace product technical specification to understand where our people, processes, and systems need to improve in order to give help to the people who need it most. Workplace is seeking an experienced leader to drive innovation, influence stakeholders, and drive resolution of customers issues within SLA and above expectation. We are seeking a technical mind who is passionate about helping to unpack complex customer issues, willing to improve our customers experience, and wants to up-skill the team around them. The ideal candidate is someone who has supported an enterprise product as either tier 2 or tier 3 technical support. This role will help to ensure Workplace support drives customer and partner growth, retention, and advocacy. This person will combine a deep knowledge of customer support methodology with broad expertise in data analysis, structured problem solving, and technical know-how to directly influence goal setting and its measurement for our team.

Enterprise Technical Support Analyst - LATAM Responsibilities

* Drive resolution of complex technical issues raised by customers (account management, SSO, integrations & APIs etc.)

* Ensure the front-line support team is ready to assist customers with their technical queries

* develop and deliver training for the frontline teams

* Ensure all customer issues escalated to engineering receive resolution, which is then communicated to the customer in a timely manner

* Proactively raise product issues reported by customers to engineering and product teams, striving to improve the Workplace product

* Partner with the broader support team and cross-functional partners to improve efficiency of support processes and tools

* Strive towards proactive support - anticipating and helping resolve customer issues before they arise

* Meet with customers to advise on complex issues

* Facilitate quality assurance process to ensure accuracy and consistency of audits performed by our vendor operations

* Build and maintain relationships with various Workplace engineering and product teams

* Analysis on support tickets with the aim to improve overall support and how to improve the delivery and product

* Programmatic upskilling and technical readiness for our vendor operated tier 2 team members

* Ability to travel to Brazil and/or other LATAM countries approx. 20% of the time

Minimum Qualifications

* 4+ years of experience in a role delivering or enabling 1:1 customer support for business/enterprise

* Experience and understanding of enterprise security, including user/identity management (e.g. Active Directory), protocols (e.g. SAML and authentication flows), concepts (e.g. Single Sign On, Mobile Device Management), integration with cloud service providers (e.g., Azure, G-Suite), integrations with content partners (e.g. One Drive, Google Drive, DropBox, etc.) and APIs

* BA/BS Degree or equivalent certification in a related field

* Proven communicator with the experience clearly explaining technical steps to a non-tech savvy audience

* Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external

* Superior communication skills, including development of presentations

* Experience ensuring user experience through attention to detail and nuance

* Demonstrated experience multitasking and prioritizing in a fast-paced environment

* Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Preferred Qualifications

* 1+ years of Project Management experience preferred, or commensurate certification

* Escalation management best practices

* Experience monitoring or managing contractor program performance, including the management of and reporting on operational performance targets. Working with vendors to execute and deliver on expectations including, but not limited to, workflow coverage, utilization, output/productivity and quality

* Spanish language fluency

Locations

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.

Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.