Job Description

Job Description

Job Title: Triage Specialist/Helpdesk Support

Location: Menlo Park (Hybrid)

Duration: 12 Month(s)

Modernization Product Support

• The main function of a Triage Specialist is to investigate the product quality of Client Ads/Commerce products and provide technical resolution to Customer/Sales.

Investigation and Troubleshooting:

• Investigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products
• Analyze 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 Social Media products and services

Triage and Escalation Management:

• Triage and prioritize 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 escalate trends and recurring issues to improve product quality

Product Feedback and Improvement :

• Provide 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 Collaboration :

• Communicate 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 prioritize multiple tasks
• Knowledge of Social Media client products and services is a plus

Nice to Have:

• 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

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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