Facebook Market Specialist, Brazil in Menlo Park, California

Summary:

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.

Required Skills:

  1. Provide friendly and efficient customer support via email in Brazilian Portuguese to WhatsApp users around the world

  2. Troubleshoot user issues and escalate issues to developers and other cross-functional partners

  3. Be an advocate for the user base you support and a voice of the user to the rest of the company

  4. Continually learn how WhatsApp works on different smartphone operating systems and what features are available on each platform

  5. Evaluate the organization of your workflow to find new issues in the support queues and improved ways of handling existing issues

  6. Help translate the WhatsApp application and all supporting content into Brazilian Portuguese

Minimum Qualifications:

  1. Bachelor's degree from the United States or equivalent university degree from another country

  2. 1+ years customer support experience

  3. Ability to use and learn the iOS, Android, and Windows Phone operating systems

  4. Ability to multitask and manage competing priorities

  5. Bilingual in English and Brazilian Portuguese (read, write and speak)

  6. Demonstrated ability composing accurate and appropriate answers to help users

  7. Ability to balance independent tasks/goals while contributing to team goals and collaborating with other team members

  8. Must be eligible to work in the US

  9. No international relocation

  10. Knowledge of Brazil and its culture

Preferred Qualifications:

  1. Technical Support background

  2. 4+ years of in-country experience within the last 10 years

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.