What you’ll be doing...
We are currently looking for a skilled customer experience advocate to provide additional tier 1 support to our growing customer experience team. You will be an expert at providing world-class customer care and be able to efficiently multitask day-to-day responsibilities with big-picture projects. The fast-paced nature of our work environment will require you 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 will 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, helping people over the phone, or by finding innovative ways to deliver scalable support to end-users - regardless, we need someone who can help build a community, both online and offline, of passionate users.
Support all MapQuest consumer products with a primary focus on maximizing customer happiness.
Detect trends in user feedback.
Provide exemplary customer service via support tickets, phone 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.
Author, manage, and promote help content & FAQs.
What we’re looking for...
You'll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Experience in a customer service environment.
Even better if you have
Bachelor's degree in business, economics marketing/advertising or journalism.
Two or more years of experience in a customer service environment.
Experience with supporting technology and passionate about helping people
Excellent written and verbal communication skills.
Enthusiasm for the tech industry. Could be called an early adopter of new products.
Relevant experience working in a client/customer-happiness focused internship or job.
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.
Demonstrated a basic understanding of XML, JSON, HTML, JS, CSS.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.