Facebook Helpdesk Lead in Menlo Park, California
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.
We are seeking Helpdesk Leads in our Menlo Park location to assist in the support of our services at one of the most critical connection points with our internal customers. Our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skillset for supporting the wide set of services that we offer across our brand of companies (Facebook, internet.org, Oculus and WhatsApp).
Does the idea of working in a fast-paced dynamic environment with a diverse group of people sound like a fun puzzle to solve? Are you passionate about technology, live for amazing customer service and have the ability to thrive in fast-paced, high-pressure environment?
If you've answered yes to these questions, Facebook is looking for you!
Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Helpdesk.
Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
Provide support for desktop and mobile devices as well as application system environments locally at the Helpdesk or remotely if needed.
Utilize excellent customer service skills and exceed customers’ expectations and ensure proper recording, documentation, and closure of trouble tickets as you grow your knowledge of Helpdesk procedures, products and services.
Provide technical leadership and mentoring for a team of at least 5 people within a technical support environment.
Observe and comply with Facebook's policies and procedures in compliance with organizational aims and objectives.
4+ years experience working in a customer service environment within a technical organization
4+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
4+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
4+ years proven experience working with cloud-based file sharing services such as Dropbox, OneDrive, etc.
1+ years experience as a technical lead of a 3+ person team
Equal Opportunity: Facebook 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, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you need assistance or an accommodation due to a disability, you may contact us at email@example.com or you may call us at +1 650-308-7837.