Virtual Customer Care Advocate (Part Time)

The Acme Support team is dedicated to providing customer support so awesome that it’ll make users’ heads spin. Seriously. Our goal is to be the absolute best in the world at what we do, and this is a challenge we do not take lightly. We send emails in prose, tweet troubleshooting steps in less than 140 characters, and answer calls so fast users haven’t realized the phone was ringing. We call this “the support we wish we got everywhere else”, and as we go about providing it, we love adding people to the team who can perform at a high level while exercising impeccable judgment. You know the type – they are intellectually curious, relentless in their pursuit of better ways, and possess an atypical attention to detail. We trust them to do the right thing, give them the resources necessary to do so, and try to have some fun along the way.
 
Speaking of along the way, here’s what a typical day for a Customer Support Advocate (CSA) includes:

• Accurately, quickly, and efficiently handle customer contacts via phone, email, and social media (for stuff like billing, technical troubleshooting, content questions, etc.)
• Translate technological jargon – specifically around streaming issues – in a way that users like your mom or grandpa could easily understand
• Take key user feedback, and quickly and concisely pass it to the appropriate department (so we can keep improving the user experience)

 
Once you’re performing at a high level, you’ll also have the opportunity to help out with:

• The ever-evolving development of Acme’s customer support strategy and operations
• Innovating new ways to more effectively meet the needs of our users (for example, improving self-help tools)
• Quality assurance efforts for product launches and site updates

 
We don’t ask for much, but we’d love to hear from you if you:

• Communicate pleasantly and effectively over the phone and via the interwebs
• Work independently at a high level, but also play nice with others
• Use good judgment when communicating internally and externally
• Are humble, but don’t tell everyone you’re the most humble person on the planet
• Can juggle multiple tasks and can switch gears quickly
• Take ownership of issues from start to finish
• Always strive to do right by your customers, company, and teammates
• Are flexible and available to work shifts outside of normal business hours

 
Bonus Section: You might raise some eyebrows if any of these sound like you:

• You insist on staying current with all things tech
• This isn’t your first rodeo (where “rodeo” means “fast-paced customer support environment” – but if you’ve worked at an actual rodeo, that’s cool too)
• Have writing experience, with an emphasis on speed, clarity, and attention to detail
• Youll stop at nothing to solve a particular technical problem by yourself
• You noticed the missing apostrophe on the previous line, before reading this one

 
Think you’ve got what it takes? Well, Pop Quiz Hotshot, please take a minute to answer the next two questions, and send them in along with your resume:

Question 1
Below are brief descriptions of two scenarios someone might have as a customer out in “the real world”. Please choose one of them, put yourself in the shoes of that person, and write a review about what the experience was like (something like a Yelp review). There’s no right or wrong scenario to choose, so don’t spend too much time psychoanalyzing your choice. All we ask is that you keep your response shorter than 500 words.
 
Scenario A
Visiting a new doctor’s office for the first time

• The receptionist at the front desk was snooty
• You arrived on time, but had to wait 47 minutes until the doctor saw you
• The doctor was super friendly, and had amazing bedside manner
• The only available parking garage cost $15 per hour
• You were promised test results by the next day, but never received them

Scenario B
Checking out the brand new restaurant on the block

• You walked in at 7PM on a Friday night, and were quoted a 45 minute wait
• The host was super friendly and apologetic for the long delay
• After 5 minutes, the manager found you outside to let you know a table had opened up
• During your meal, the server delivered the wrong drink order (twice)
• When the check came, you noticed the drinks had been taken off the bill

Question 2
OK, now picture this. You’re a fully-fledged CSA, and you just received the following email. Please write what you would consider to be the ideal response to this customer's questions. Basically, rock their world...
 
Hi Acme,
I recently became a Acme Plus subscriber but I have two quick questions. First, even though I'm paying, why am I still seeing commercials that stutter? Secondly, will I be able to watch all the episodes of The Big Bang Theory and The Office on my TV and iPhone at the same time with Acme Plus?
Thanks for your help!
Bucky

Education:
Bachelors Degree preferred