Triage Specialist
Town of Poland, Jamestown, Chautauqua County, New York, 14701, USA
Listed on 2026-01-04
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IT/Tech
Technical Support, IT Support
Our client is seeking a Triage Specialist for a 12‑month remote role.
The main function of a Triage Specialist is to investigate the product quality of Facebook's Ads/Commerce products and provide technical resolution to Customer/Sales.
Investigation and TroubleshootingInvestigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products.
Analyse data and logs to identify root causes of issues.
Collaborate with internal stakeholders to gather information and insights.
Develop and maintain a deep understanding of Meta's products and services.
Triage and Escalation ManagementTriage and prioritise customer escalations based on severity and impact.
Manage and coordinate the escalation process with internal stakeholders.
Ensure timely resolution of customer issues and provide regular updates.
Identify and elevate trends and recurring issues to improve product quality.
Product Feedback and ImprovementProvide product feedback and insights to internal stakeholders.
Collaborate with product teams to improve product quality and customer experience.
Identify opportunities for process improvements and implement changes.
Develop and maintain a deep understanding of customer needs and expectations.
Communication and CollaborationCommunicate effectively with customers, internal stakeholders, and cross‑functional teams.
Collaborate with team members to share knowledge, best practices, and expertise.
Provide regular updates and reports to management and stakeholders.
Participate in training and development programs to enhance skills and knowledge.
Requirements- Bachelor's degree in Computer Science, Engineering, or related field
- 2+ years of experience in technical support, software engineering, or related field
- Strong problem‑solving and analytical skills
- Excellent communication and collaboration skills
- Ability to work in a fast‑paced environment and prioritise multiple tasks
- Knowledge of Meta's products and services is a plus
- Experience with Ads, Commerce, or Creator products
- Familiarity with software development methodologies and tools
- Certification in technical support or related field
- Experience working in a remote or distributed team environment
- Healthcare contribution and inclusion in company pension scheme
- Work laptop and phone
- 25 days annual leave (pro‑rata) plus paid bank holidays
- Expanding workforce with potential for career progression for top performers
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