Feedback Moderator II

Astreya•Mountain View, CA

16h•Onsite

About The Position

The Feedback Moderator II is responsible for monitoring and responding to tester feedback groups. This role includes providing technical support, triaging issues, reporting bugs, and escalating complex problems. The position involves working on moderately difficult assignments that require judgment within defined procedures and practices. The Feedback Moderator II will also share product, program, and process knowledge with team members to foster growth and create better documentation around processes and resources.

Requirements

Associate's degree (A.A) or equivalent from two-year college or technical school and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience.
Exercises judgment within defined procedures and practices to determine appropriate action.
Organized and detail oriented.
Excellent customer support skills.
Strong problem solving and writing skills.
Excellent critical thinking skills.
Capacity to manage high pressure, short timelines and willingness to be flexible.
Team collaboration skills.
Strong multi-tasking skills and ability to adapt to rapidly changing development projects.
Knowledgeable of Google products and Google Sheets.
Must be reliable and have an excellent work ethic.
Ability to perform office-related tasks which may include prolonged sitting or standing.
Ability to move from place to place within an office environment.
Ability to use a computer.
Ability to communicate effectively.
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.

Nice To Haves

Excel skills

Responsibilities

Monitor and respond to tester feedback groups.
Provide technical support to testers.
Triage issues reported by testers.
Report bugs found in the products.
Escalate issues as needed.
Provide periodic reporting of volume and status of feedback reports, including Google group feedback and issues reported on bugs.
Share product, program, and process knowledge with other team members.
Answer questions from testers and follow through to investigate issues and track root causes.
Track issues to identify gaps over time and highlight those issues to the PgM lead.
Create better documentation around our processes and resources.
Perform other duties as required.

Benefits

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC Nationwide
Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law