Customer Service Tier 3, Oculus

(Tokyo, Japan)

Careers at Oculus

Part of Facebook

As a Tier III Customer Service, you'll be working primarily within the customer service escalations flow, as well as in the day-to-day operations of our customer service department. You will handle developer and consumer support inquiries via existing/upcoming tools, while assisting the Customer Service Specialist in all duties related to Oculus Customer Support.


  • Communicate with customers through available support channels and help create appropriate messaging to be utilized by the support staff.
  • Assist the Customer Service Specialist in maintaining our long-term support strategy that will deliver top-tier customer support to developers and consumers of Oculus products and services.
  • Respond to customer service escalations from all available support channels.
  • Create or modify knowledge base articles housed in the Oculus Help Center.
  • Oversee the daily operations of Oculus Support agents.

Minimum Qualifications

  • 2+ years of technical support experience.
  • Ability to deescalate emotional situations while maintaining a high level of customer satisfaction.
  • Knowledge of the gaming and/or consumer electronics industries.
  • Ability to manage multiple ongoing projects.
  • Technical support experience managing escalations.
  • Experience in software, hardware, or game development.

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