Technical Specialist, WhatsApp Product Operations [Accessibility]

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 is seeking a Technical Specialist in our Customer Operations team. If you are intellectually curious, love discovering user insights, are empathetic to users, and want to impact the lives of hundreds of millions of users globally, this is the role for you! Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.

You must have the flexibility to adapt to changing priorities and be excited to operate independently in a fast-paced and growing environment. This is a full-time position based with the WhatsApp team in Menlo Park, California.
TECHNICAL SPECIALIST, WHATSAPP PRODUCT OPERATIONS [ACCESSIBILITY] RESPONSIBILITIES
Become a technical expert of accessibility features (VoiceOver, TalkBack, Narrator) in WhatsApp for all platforms and a source of information to rest of the WhatsApp Team.
Monitor and analyze users’ reviews on the respective app stores related to the accessibility topic.
Deep dive to understand specific user pain points, gather supporting data, and influence engineering and product teams on relevant feature changes to improve the overall user experience on Accessibility.
Investigate, triage, and report Accessibility related issues and requests within WhatsApp on all platforms.
Build Accessibility test plans for new feature in development, partnering closely with the engineering team as well as product team.
Create and maintain dashboards to generate comprehensive accessibility usage reports of our app, driving empathy and passion for our global user experience.
Continually evaluate the organization of your support workflows to surface bugs faster to the engineering team.
Improve the efficiency of the testing and triaging processes.
MINIMUM QUALIFICATIONS
Bachelor's degree and/or Master's Degree from the United States or equivalent university degree from another country
1+ years of experience as tier 2 or 3 support on smartphone platforms
1+ years of experience testing Accessibility features on smartphone platforms
Experience in technical support of Android, Windows and/or iOS mobile operating systems
Demonstrated experience in analyzing data and defining metrics to drive business decision
Demonstrated experience in multitasking and managing competing priorities
Demonstrated experience in balancing independent tasks/goals while contributing to team goals and collaborating with other team members
Demonstrated experience to work with remote teams across different time zones
No international relocation
PREFERRED QUALIFICATIONS
2+ years of experience in Accessibility testing
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
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