About Company
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. Bring your talent and passion to a company where your work can make a real difference in people’s lives globally.
Job Description
Are you passionate about technology and dedicated to helping users navigate digital challenges? Meta is seeking a highly motivated and customer-focused Technical Support Specialist to join our remote team based in Pennsylvania. In this pivotal work-from-home role, you will be the first line of defense for our users, providing expert technical assistance and ensuring a seamless experience across Meta’s suite of products and platforms. You will troubleshoot complex issues, provide clear and concise solutions, and escalate problems as necessary, all while maintaining Meta’s high standards of user satisfaction.
This is an incredible opportunity to contribute to a global tech leader from the comfort of your home, supporting a diverse user base. You will engage with cutting-edge technology daily, learning and adapting to new features and challenges within a dynamic and fast-paced environment. Your ability to empathize with users, translate technical jargon into easily understandable language, and remain composed under pressure will be critical to your success. We are looking for someone who thrives on solving problems, is a quick learner, and is committed to continuous improvement. If you have a knack for technology, a passion for helping others, and are eager to work remotely with a supportive team, we encourage you to apply and help us build the future of connection.
Key Responsibilities
- Provide prompt, courteous, and efficient technical support to Meta users via various channels (chat, email, potentially phone).
- Diagnose and resolve technical issues related to Meta products and services, including account access, feature functionality, and platform navigation.
- Guide users through troubleshooting steps and provide clear, step-by-step instructions.
- Document all user interactions, issues, and resolutions accurately in our CRM system.
- Identify and escalate complex or unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed information.
- Contribute to the knowledge base by creating and updating support documentation and FAQs.
- Stay up-to-date with new product features, updates, and known issues.
- Participate in ongoing training and development to enhance technical skills and product knowledge.
- Collaborate effectively with team members and other departments in a remote work environment.
- Adhere to company policies and procedures, including data privacy and security protocols.
Required Skills
- Minimum of 1.5 years (18 months) of experience in a technical support or customer service role.
- Demonstrated ability to troubleshoot technical issues systematically and efficiently.
- Excellent written and verbal communication skills, with the ability to explain complex information clearly and patiently.
- Strong empathy and active listening skills, with a focus on user satisfaction.
- Proficiency with common operating systems (Windows, macOS) and mobile platforms (iOS, Android).
- Familiarity with CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote work setting.
- High-speed, reliable internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Experience supporting large-scale social media platforms or complex web/mobile applications.
- Familiarity with remote collaboration tools and virtual team environments.
- Certification in IT support (e.g., CompTIA A+, ITIL Foundation).
- Experience with basic networking concepts and internet protocols.
- Proficiency in additional languages is a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and holidays.
- Competitive 401(k) matching program.
- Employee stock purchase program.
- Flexible spending accounts and health savings accounts.
- Life and disability insurance.
- Access to mental wellness programs and resources.
- Parental leave and family support benefits.
- Opportunities for professional development and career growth.
- Home office stipend and equipment.
- Employee assistance program.
How to Apply
If you are eager to join a world-class team and contribute to Meta’s mission of building community and bringing the world closer together, we encourage you to apply today. Please click on the application link below to submit your resume and cover letter directly through Meta’s careers portal. We look forward to reviewing your application!