2 months ago
Job Summary
We expect that you’ll have a desire to connect with our customers and exhibit exceptional problem-solving skills. Our Customer Advocate personifies DigitalOcean’s empathy for customers, passion for enhancing their experience and relentless pursuit of simplicity at scale. This requires creative problem-solving and curiosity to tackle customer issues related to user experience and billing with knowledge of cloud services. Some, but not all candidates will have experience in technical areas such as Linux, programming, or web development. All candidates will be assessed against their ability to learn quickly and be a self-starter.
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:4 years
Job Description/Requirements
Responsibilities:
- Responding to tickets generated by our customers in a timely manner
- Providing thoughtful, personalized communication to solve our customer’s issues
- Identifying and owning challenges that multiple customers face; fixing similar issues for all our customers
- Quickly learning DigitalOcean products and adapting to rapid product, process, and policy changes
- Working both collaboratively and independently within a team setting (we love Slack!)
- Creating and updating knowledge-based articles
- Triaging, escalating, prioritizing, and following up with incidents or customer-impacting events
- Making informed decisions to solve issues that balance the needs of customer and company
- Sharing best practices and improving your team while seeking the same in return
Requirements:
- Excellent written and verbal communication skills
- Share knowledge with our team and community
- Passion for driving excellent customer experiences while providing critical account and billing expertise
- Tenacity to overcome obstacles to achieve our goals and initiatives
- Prior experience or knowledge of Escalation and Incident Management procedures
- Rigorous investigative skills and pattern recognition to help solve our customer’s current and future needs
- Identification with our brand and team culture
- Self-motivated with a great sense of responsibility
- Sound independent decision making
- A keen eye for detail
- The inclination to improve your skill set through training, personal development, and self-learning
- Basic Understanding or knowledge of some cloud technical concepts like operating systems (Linux, Windows, macOS), web servers (Apache, Nginx), web development (HTML, CSS), or networking concepts
- Experience supporting online customers, preferably in a cloud hosting environment
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