Careers - Customer Service Tier 3, Oculus | Oculus

Customer Service Tier 3, Oculus

Operations | Tokyo, Japan

As a Tier III Customer Service, you’ll be working primarily within the customer service escalations flow, as well as in the day-to-day operations of our customer service department. You will handle developer and consumer support inquiries via existing/upcoming tools, while assisting the Customer Service Specialist in all duties related to Oculus Customer Support.

Responsibilities

  • Communicate with customers through available support channels and help create appropriate messaging to be utilized by the support staff.
  • Assist the Customer Service Specialist in maintaining our long-term support strategy that will deliver top-tier customer support to developers and consumers of Oculus products and services.
  • Respond to customer service escalations from all available support channels.
  • Create or modify knowledge base articles housed in the Oculus Help Center.
  • Oversee the daily operations of Oculus Support agents.

Minimum Qualification

  • 2+ years of technical support experience.
  • Ability to deescalate emotional situations while maintaining a high level of customer satisfaction.
  • Knowledge of the gaming and/or consumer electronics industries.
  • Ability to manage multiple ongoing projects.
  • Technical support experience managing escalations.
  • Experience in software, hardware, or game development.

Ready to Join?

Apply Now

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, or other applicable legally protected characteristics.

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.

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