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Meta Technical Analyst, Payment Operations in Helena, Montana

Intro:

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.

Summary:

Our Payment Operations team’s purpose is to serve our global community by providing payment support and upholding our payment principles. We seek to lead the payments industry in trust, integrity, and support. To help to achieve this mission, we are adding a Technical Analyst in our Payment Operations team. In this role, you'll be responsible for designing and implementing automated customer support solutions across different payment customer support flows on Facebook, Instagram, Messenger. You’ll be understanding and developing a scalable customer support ecosystem. We are looking for someone who can help build scalable customer support for our payment products by developing great automation. Our ideal candidate is passionate about automation and data and has a track record of bringing course-changing solutions to cross-functional teams.

Required Skills:

  1. Develop, test and optimize automation rules in response to changes in workflow processes and product changes.

  2. Build features necessary for support issue classification and automation.

  3. Identify and advocate for improvements in existing automated solutions and automation strategy.

  4. Drive key performance metrics such as automation quality, volume mitigation, and operational efficiency.

  5. Partner with data analytics, product, and operations experts to solve problems at scale.

  6. Provide technical solutions in response to operational escalations, delivering the highest level of satisfaction.

  7. Clearly communicate the status of your work to stakeholders.

Minimum Qualifications:

  1. Experience in at least one scripting language or functional programming (e.g. PHP, Python, Java, Haskell or similar) and a desire to build on that.

  2. 3+ years of experience working with quantitative data.

  3. 2+ years of experience querying data (SQL or similar).

  4. Proven experience building relationships among multiple teams.

  5. Experience working both autonomously and collaboratively.

  6. Experience communicating with and influencing technical and non-technical audiences.

Preferred Qualifications:

  1. Experience with PHP

  2. Hands-on experience developing technical solutions

  3. A Bachelor's degree in Business, Science, Engineering, Economics or equivalent practical experience in a relevant field

  4. Experience delivering measurable results in customer support or business strategy

  5. Experience working in the payments industry

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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