Support Account Manager

Facebook ,
London, Greater London
More Details

Overview

Job Description

**Intro:** 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. **Summary:** 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 people's 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 customer's 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. **Required Skills:** 1. Drive resolution of complex technical issues raised by customers (account management, SSO, integrations & APIs etc), providing customer calls, if necessary. 2. Ensure the frontline support team is ready to assist customers with their technical queries 3. develop and deliver training for the frontline teams, as necessary. 4. Ensure any Workplace customer issues escalated to Engineering get a resolution, with the resolution communicated to the customer in a timely manner. 5. Proactively raise product issues reported by customers via Support channels to Engineering and Product teams, striving to improve the Workplace product. 6. Partner with the broader support team and XFN partners to improve efficiency of support processes and tools 7. Strive towards proactive support - anticipating and helping resolve customer issues before they arise 8. Meet with customers, on site or remotely, to advise on complex issues 9. Facilitate quality assurance process to ensure accuracy and consistency of audits performed by our vendor operations 10. Build and maintain relationships with various Workplace engineering and product teams 11. Analysis on support tickets with the aim to improve overall support and how to improve the delivery and product 12. Programmatic upskilling and technical readiness for our vendor operated tier 2 team members **Minimum Qualifications:** 13. 4+ years of experience in a role delivering or enabling 1:1 customer support for business/enterprise 14. 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. 15. BA/BS Degree or equivalent certification in a related field 16. Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience 17. Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external 18. Superior written and spoken communication skills, including development of presentations 19. Passion for ensuring a world class user experience through attention to detail and nuance 20. Demonstrated ability to multitask and prioritize in a fast-paced environment 21. Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action 22. Ability t

People also viewed