QualificationsOperating systemsBachelor of ScienceBachelor’s degree
Become a technical expert of the payment feature in WhatsApp and a source of information to the rest of WhatsApp Community Operations team
Act as a tier 3/escalation between customer operations support team and internal engineering team to ensure effective technical resolution for reported user issues
Separate mobile platform and partner issues from application bugs, and advise the tier 1 & 2 support on how to communicate workaround or intended fix and its timeline
Investigate, triage, escalate and follow up on issues reported with our internal bug tracker system within SLA
Monitor and analyze user signals for our payment product during the developmental stages to drive up feature quality and understanding of its usage
Maintain an inventory of debit cards and SIM cards specifically used for payment testings
Collaborate with various partners to track product initiatives and release cycles
Conduct ad-hoc testings and participate in weekly QA scrum testings
Deep dive on specific user pain points, gather supporting data, and partner with ENG and PM team to drive up product quality
Weekly release and bug reports
Evaluate the organization of team workflow to flag issue faster to the engineering team
Update and evolve team workflow’s documentation
Set clear expectations with internal stakeholders, and drive project commitments with clarity and precision
Collaborate with cross-functional teams including Operations, Product, Policy, Localization, and Training to help improve operational workflows
BA/BS
1+ years experience in tier 3/escalation support
Demonstrated understanding of mobile operating system and payment processing
1+ years of experience developing or troubleshooting on smartphone platforms
Demonstrated experience to multitask and manage competing priorities
Demonstrated experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
1+ years experience in mobile payment support
Understanding of Facebook and WhatsApp
Experience working with teams
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.
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