Customer Advocate - MileIQ
Location:
Posted:
November 18, 2016
Reference:
998368-267810

Customer Advocate - MileIQ

At MileIQ, we're delivering mobile productivity tools for the modern workforce. Our solutions remove administrative hassles and give users back their time and money, freeing them to focus on the things they care about most.

The Customer Success group is the team working directly with users users to ensure they have the best possible experience with MileIQ. We're looking for empathetic, energetic, motivated people to join our team. Submit your resume and cover letter to careers@mileiq.com.

You will:

Spend some of your time doing front-line, one-on-one customer support and the rest of your time leveraging what you learn to feed the voice of the customer back into other parts of our organization, develop advocacy, education and self-help initiatives for our users and drive upgrade, retention and an overall excellent customer experience.

Respond to support tickets through an online ticketing portal (mostly via email) and create content for response macros, Knowledge Base articles and other support and instructional materials.

You'll interact extensively with users, gaining first-hand insight into their worlds and worldviews and sharing those learnings across the organization.

On any given day, you may field customer feedback, help users learn the product, troubleshoot reported issues or find your inner Sherlock Holmes.

You might triage the queue for your teammates, have a working session with product management, flag hot issues for engineering or represent the voice of the user in a design review.

You'll get the support team ready for new launches and help customers get maximum value from their subscriptions.

You'll be at the heart of the organization, collaborating across functions and playing a significant role in the overall success of the business.

You are:

Customer-focused, service-oriented and 100% committed to making sure our users have an excellent experience.

A keen listener and master translator who's adept at deciphering the true meaning of users' words.

A natural sleuth who knows how to dig for the root causes behind reported issues.

Professional, polished and the type of person any company would want representing their brand.

Detail-oriented and dependable, with an ability to close loops, nail the follow-up and see projects through to completion.

A self-directed powerhouse who's also an excellent team player.

A creative thinker and tenacious problem-solver who identifies opportunities for improvement--and then makes them happen.

Flexible, driven and at your best in a fast-paced environment.

A lover of data, seeker of information and quick study when it comes to new technologies.

You have:

A bachelor's degree or similar.

Impeccable written and verbal communication skills.

Experience supporting software, apps and/or services.

The willingness to put in extra hours as needed to handle seasonal volume and other spikes in demand.

A zen demeanor in the face of occasional adversity.

The ability and desire to work across functions and teams.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.


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