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Product Specialist, AR/VR

AR/VR | Menlo Park, CA

As a Product Specialist, you will help AR/VR customers achieve success by understanding their needs and responding quickly and effectively to requests. In addition, we are looking for someone who will be a strong advocate for our customers while managing escalations and communications with AR/VR engineering groups.

Responsibilities

  • Own technical support escalations via our established ticketing system
  • Partner with the Customer Support Manager to optimize technical support escalation flows
  • Act as a liaison between AR/VR Support and engineers
  • Work through and own advanced Tier 3 customer related issues through to resolution
  • Drive our consumer technical support strategy and establish processes that optimizes for customer satisfaction
  • Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions
  • Provide feedback on training and quality improvements needed at vendor partner locations
  • Compile and analyze Customer reports
  • Work cross-functionally with beta test teams, special projects groups, B2B sales teams as a primary support POC

Minimum Qualifications

  • 5+ years of work experience in Technical Support or Customer Service
  • BA, BS or equivalent work experience in Technical Support or Customer Service

Preferred Qualifications

  • Experience working well independently and with self-guided direction
  • Experience understanding enterprise customer needs


Ready to Join?

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Oculus is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Oculus is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.