Market Specialist, Spanish - WhatsApp

  • Facebook
  • Menlo Park, CA, USA
  • Feb 05, 2019
Full time Customer Service Spanish Mobile

Job Description

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.
 
RESPONSIBILITIES
  • Provide friendly and efficient customer support 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
  • 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
MINIMUM QUALIFICATIONS
  • Bachelor's degree from the United States or equivalent university degree from another country
  • 1+ years customer support experience
  • Experience using and learning the iOS, Android, and Windows Phone operating systems
  • Experience multitasking and managing priorities
  • Bilingual in English and Spanish (read, write and speak)
  • Experience composing answers to help users
  • Experience balancing independent tasks/goals while contributing to team goals and collaborating with other team members
  • Must have the ability to obtain work authorization in the United States at the time of hire, and maintain ongoing work authorization during employment
  • No international relocation
  • Knowledge of Latin America and its culture
  • Experience with communication, presentation, clarifying and summarizing issues
PREFERRED QUALIFICATIONS
  • Technical Support background
  • 4+ years of in country experience in Argentina or Colombia within the last 10 years