Facebook is seeking a Product Generalist to join the People Engineering Support team. The People Engineering Support team provides Product Support for Facebook's HR and Recruiting products. You will be a product expert that can advise employees, managers and recruiters on the tool capabilities. You will work directly with product teams to escalate and resolve high priority issues. You will use your exception problem solving skills and customer service acumen to drive down bug counts and increase customer satisfaction.
Investigate, triage and resolve issues with HR and Recruiting products; Monitor and analyze bug reports and internal feedback groups for trends; Identify confusion from bugs, identify solutions and advise customers to accomplish desired outcome; Partner with Product, Engineering and training teams to drive up product quality and understanding of product usage; Communicate known issues within the team and to our customers; Document and maintain knowledge base and run book for multiple enterprise applications.
Participate in developing and maintaining service level agreements and ongoing management of service level compliance and general controls.
Provide operational metrics to demonstrate overall health of supported service; Be an integral member of the application support team responsible for multiple enterprise applications and projects.
Work with cross functional teams to prioritize and deliver enhancements and new solutions.
Bachelor's degree in Business functional area or Information Technology
Salesforce Administrator Certified and Salesforce Advanced Administrator