What are the responsibilities and job description for the Triage Specialist position at Meta?
At Meta, Mission Control is the organization responsible for end-to-end workforce planning, management, and headcount allocations for all of Meta. In this role, our team helps the business proactively drive their priorities aligned to the strategies of our human resources, recruiting, and finance departments. Further, they manage the day-to-day operations of headcount management across Meta.We are seeking a highly skilled and experienced individual to join our team as a triage specialist. This role will be responsible for ensuring that all incoming requests are handled efficiently and effectively, with the goal of minimizing the impact of any issues on the business or end users. To succeed in this position, the candidate must have a proven track record of providing excellent customer service, communication, collaboration, and influence abilities across all levels of an organization. The candidate should also be able to work well under pressure in a fast-paced environment, quickly evaluating and responding to customer inquiries or technical issues.
Triage Specialist Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
About Meta:
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 in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Triage Specialist Responsibilities:
- Monitor incoming requests or incidents received through case management system, intake process, or other channels
- Ensure that requests or incidents are assigned to the appropriate team member and addressed in a timely manner
- Set priorities for requests based on their severity and potential impact
- Ensure that all requests are properly documented and tracked, including details of the issue, actions taken, and resolution status
- Identify trends and patterns in case data to identify areas for improvement in processes, products, or services
- Develop and implement best practices for case management, including standard operating procedures, workflows, and quality assurance measures
- Create and maintain knowledge based documents on common requests or issues
- Monitor key performance indicators (KPIs) related to case management, such as response times, resolution rates, and customer satisfaction scores, and take action to improve performance where necessary
Minimum Qualifications:
- Bachelor's degree with 1 years problem-solving/data experience or 4 years of equivalent practical experience
- Experience working in a fast-paced environment, handling customer inquiries or technical issues
- Proven communication, collaboration, and influence skills
- Effective problem-solving and analytical skills
- Experience to work well under pressure and manage multiple tasks simultaneously
- Knowledge of industry standards and best practices for case management and customer service
- Experience with ticketing systems and other relevant tools
Preferred Qualifications:
- Experience working as a data or business analyst, or similar role
- Experience with SQL, VBA and/or similar programming language
- Experience with Tableau or similar business intelligence tool
About Meta:
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 in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta 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.
Meta 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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