Openings >> Customer Success Advocate/Sr. Customer Success Advocate
Customer Success Advocate/Sr. Customer Success Advocate
Summary
Title:Customer Success Advocate/Sr. Customer Success Advocate
ID:762
Department:Customer Success
Location:India - Bangalore
Description

Job Title:            Customer Success Advocate/Sr. Customer Success Advocate
Location:            Bangalore, India
Timings:             9:00 PM To 6:00 AM IST

Job Summary:

As a Customer Success Advocate, you will be part of a small, highly skilled team responsible for delivering superior 24x7 service and support to Milestone’s customers globally. If you are highly energetic, have a passion to help global customers, possess excellent written and oral communication skills, along with solid technical/programming capabilities, we have an exciting role for you.

Primary Responsibilities

  • Provide superior service and support to the Milestone’s customer base
  • Interact with customer via phone, email or chat to understand their specific requirements
  • Program and QA minor changes to customer websites per their requirements
  • Answer questions and queries customers have regarding Milestone’s products and services
  • Troubleshoot and fix issues with the customer’s website infrastructure or digital marketing products/tools
  • Provide ongoing, regular updates to customers to keep them appraised of progress toward solution
  • For more complex requirements, escalate to the next level to get them addressed, while maintaining ownership of the ticket and communication with customers
  • Work with Milestone's customer success managers and product team to identify and prioritize issues and enhancements which need to be taken up by the Product Team
  • Document each customer interaction using our ticket management system
  • Focus on achieving customer’s expected outcomes leading to highly satisfied customers
  • Meet or exceed internal and external service level agreements (SLA)
  • Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support
  • Support team members when necessary
  • Participate in rotational off hours and on call support on weekends and holidays

Required Skills/Experience                                                   

  • 2 - 3 years in front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools
  • Strong customer empathy and customer handling skills
  • Excellent written and oral communication skills
  • Excellent interpersonal skills
  • Analytical problem solver with critical thinking capability
  • Capability to multi-task
  • Bachelor’s degree in Technology, preferably Computer Science
  • Willingness to work during US working hours

Preferred Knowledge, Skills, Abilities, And Background

  • Experience in working with international customers especially in North America
  • Exposure to digital marketing would be a definite plus
  • Familiarity with CRM or incident tracking and management systems
  • Experience in a start-up company or a multi-national company

About Milestone

Milestone is a leading digital marketing software and services company, providing solutions to the lodging industry. For more than 16 years, Milestone Internet Marketing has been a pioneer and provider of internet marketing software and services, including website design, Galexi CMS, mobile sites, content creation, Social Media Management software, Reputation Management software, and SEO for worldwide clients across multiple industries.

Top Reasons to work for Milestone:

  • 5 Days a Week
  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • New, professional corporate offices in the heart of the plush professional/residential location of M.G Road Bangalore.
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – Mediclaim and paid holidays (per year)
  • Exciting and innovative work environment
  • Employee referral incentive program
  • Monthly and quarterly events include: birthday celebrations, ice cream socials, etc.

 

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