Customer Experience Advocate

Who we’re looking for:

We are currently looking for an experienced customer success advocate to add to our growing Customer Experience team. This individual should be an expert at providing world-class customer care, be able to efficiently multitask day-to-day responsibilities with big-picture projects, and have the passion and proactive mindset to get projects across the finish line. The fast-paced nature of our work environment will require this individual to be quick to learn new tasks and processes in addition to having a keen eye for processes that need updating to maximize team efficiency. We work in a very collaborative environment that thrives on feedback (both giving and receiving), so the right candidate for this position will be an excellent communicator (written and verbal) and an excellent listener.

The ideal candidate should also have an active interest in the ever-growing tech industry and possess a natural technical aptitude. We need a big-picture thinker with enough energy to deliver happiness and great experiences to a 40+ million user base… This may come in the form of providing customer support via Twitter or scheming with product managers on how to most effectively improve our products - regardless, we need someone who can help build a community, both online and offline, of passionate users.

Responsibilities:

• Support all MapQuest consumer products with a primary focus on maximizing customer happiness
• Author, manage, and promote help content & FAQs
• Detect trends in user feedback
• Provide exemplary customer service via support tickets and social channels
• Troubleshoot, research, and escalate end-user issues/bugs to product/engineering teams with succinct detail and understanding of issues and their importance

Requirements:

• Passionate about helping people
• Excellent written and verbal communication skills
• Enthusiastic about the tech industry. Could be called an early adopter of new products
• Relevant experience working in a client/customer-happiness focused internship or job; internship in tech focused company will be preferred
• Natural technical aptitude; quickly learns and masters new technical skills, devices, and processes
• Familiarity with, and the ability to support end-users on a wide range of modern consumer tech (emphasis on commonly used smartphones, tablets, and computers and the operating systems and web browsers they utilize)
• Experience with CRM software such as Zendesk, Desk, Salesforce
• Experience with analytics (Google Analytics, GoodData, or similar data visualization software) coupled with the ability to identify trends in user feedback would be preferred
• Demonstrates a basic understanding of XML, HTML, JS, CSS
• College graduates preferred (relevant fields: business, economics, marketing/advertising, journalism)

Bonus Points for: