Facebook WhatsApp Market Specialist - Spain (Dublin) in Dublin, Ireland
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users.
Provide customer support with high quality, speed, empathy and accuracy via email in English and Spanish to WhatsApp users around the world
Troubleshoot user issues and escalate issues to developers and other cross-functional partners
Use market specific knowledge, data, signals and insights to identify user trends and improve the overall user experience on WhatsApp
Be an advocate for the user base you support and a voice of the user to the rest of the company
Continually learn how WhatsApp works on different smartphone operating systems and what features are available on each platform
Evaluate the organization of your workflow to find new issues in the support queues and improved ways of handling existing issues
Bachelors degree and or equivalent experience
1+ years customer support experience
Ability to use and learn the iOS, Android, and Windows Phone operating systems
Ability to multitask and manage competing priorities
Strong written and verbal communication skills in English
Fluency in written and conversational Spanish
Demonstrated ability composing accurate and appropriate answers to help users
Ability to balance independent tasks/goals while contributing to team goals and collaborating with other team members
Solid and up-to-date knowledge of Spain and its culture
Technical Support background
4+ years of in-country experience within the last 10 years
Knowledge of other Spanish speaking countries and their culture.