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 of social technology. This is an exciting journey that requires talent, innovation, and a commitment to our global community. Join us in shaping the future of human connection, pushing the boundaries of what’s possible, and creating impactful products and platforms that resonate with billions worldwide. We are a company driven by curiosity, collaboration, and a relentless pursuit of excellence.
Job Description
Are you passionate about technology and dedicated to helping users succeed? Meta is looking for a skilled and enthusiastic Technical Support Specialist to join our dynamic team in Florence. In this crucial role, you will be at the forefront of ensuring an exceptional experience for our users, diagnosing and resolving complex technical issues related to Meta’s diverse range of products and services. You’ll be a vital link between our users and our engineering teams, providing timely, accurate, and empathetic support. This isn’t just about troubleshooting; it’s about understanding the user’s journey, anticipating their needs, and contributing to the continuous improvement of our platforms. You will work within a collaborative environment, leveraging your technical expertise and problem-solving skills to navigate challenging scenarios and deliver effective solutions. A typical day might involve diving deep into technical logs, collaborating with product teams on emerging issues, documenting solutions, and engaging directly with users to guide them through complex processes. We are looking for someone who thrives in a fast-paced environment, possesses an insatiable curiosity for technology, and is committed to upholding Meta’s standard of user excellence. If you’re ready to make a tangible impact and grow your career within a world-leading tech company, we encourage you to apply.
Key Responsibilities
- Provide advanced technical support and troubleshooting for Meta's products and platforms via multiple channels (email, chat, internal tools).
- Identify, diagnose, and resolve complex technical issues, escalating to engineering teams when necessary.
- Document detailed notes on customer interactions, technical issues, and resolutions in a clear and concise manner.
- Collaborate cross-functionally with product, engineering, and other support teams to improve product functionality and user experience.
- Develop and maintain expert knowledge of Meta's evolving product ecosystem, including new features and updates.
- Contribute to the creation and improvement of internal and external knowledge base articles and support resources.
- Analyze recurring issues and provide feedback to product development teams to prevent future incidents.
- Champion the user experience, advocating for their needs and ensuring a positive interaction with Meta.
Required Skills
- Minimum 2 years of experience in a technical support, helpdesk, or customer success role.
- Strong understanding of web technologies (HTML, CSS, JavaScript) and mobile operating systems (iOS, Android).
- Proven ability to troubleshoot complex technical issues and provide clear, step-by-step solutions.
- Excellent written and verbal communication skills in English, with a strong customer-centric approach.
- Familiarity with ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Strong analytical and problem-solving capabilities.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Proficiency in Italian (verbal and written) to support local users.
- Experience with SQL or other database query languages.
- Familiarity with Meta's developer tools or advertising platforms.
- Certifications in relevant technical areas (e.g., CompTIA A+, ITIL Foundation).
- Prior experience working at a large-scale technology company.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and parental leave policies.
- Opportunities for professional development, training, and career growth.
- Access to state-of-the-art office facilities in Downtown Florence.
- Daily catered meals, snacks, and beverages.
- Employee assistance programs and mental health resources.
- Transportation allowances or commuter benefits.
How to Apply
Ready to make an impact? We invite you to apply for this exciting opportunity to join Meta’s team in Florence. Please click on the application link below to submit your resume and cover letter. Ensure your application highlights your relevant technical support experience and why you are passionate about connecting people through technology.