New year, new updates to the Upper Hand app. Our team has been off to a fast start in 2024, and we’re excited to share the newest features that have gone live inside the Upper Hand app!
In our Meet the Team series, we are introducing you to the incredible people that work on our team.
Today, we are excited to introduce you to Alexus Jimson-Miller!
Alexus joined the team in August 2020 as a Customer Support Representative, where she works on the front lines of our support team to solve inbound customer and client requests. Alexus is a former Division I student-athlete and coach, and an avid track and field fan! She has been able to use her experiences to bring a coach’s mindset to solving problems.
Ready to meet Alexus? Let’s go!
First, let’s start with the basics – tell us a little about yourself.
I am originally from Illinois. In high school, I played volleyball, basketball, soccer, and ran track, but my favorite sport is track and field. I attended Miami University (OH) as a student-athlete. I graduated with a B.S. in Public Health, and competed on the track team. In my senior year, I was the MAC Champion in the 100m hurdles! Afterwards, I earned my master’s in Emerging Media Design & Development from Ball State University, where I was an assistant track coach.
As a Customer Support Representative, what does a typical day look like for you at Upper Hand?
I help our customers and their clients better understand our software and assist them if they have any questions or run into any roadblocks. A typical day for me usually starts with a Support Team meeting to go over any updates, and then I’m fielding support tickets as they come in throughout the day. I am responsible for diagnosing and troubleshooting any reported issues in order to provide the most accurate, valuable, and complete information to our customers.
Related: Customer Success: How Upper Hand Treats Every Customer Like A Legend
What is your favorite part about working at Upper Hand?
The people! Our team at Upper Hand is just a solid group of people who want to do things right and want to do things well and that is an environment that I truly enjoy.
Related: Upper Hand Wins Top Tech Company Culture
How do you define success?
I think success looks different at every stage in life. Success for me right now is taking care of my responsibilities with ease and feeling good about the work I do.
You used to be a collegiate athlete and coach. How have those past experiences helped you in your role at Upper Hand?
I think my experiences as a coach and athlete have made it easier to be a team player and understand the importance of each individual’s role here. It also has helped me pretty easily adapt to all the different personalities of our customers so I can help them with what matters most to them.
What’s a fun fact people may not know about you?
I hold school records in the 60m Hurdles and 100m Hurdles at Miami University (OH)!
What are your hobbies or interests outside of work?
Outside of work I like to workout and paint. I also try to keep up with track and field as much as I can, so I’ll spend a lot of time looking at results from all kinds of different meets during the season!
What advice would you give to someone that is in a customer-facing role like yours?
I would say just to identify the skills that would make you successful in a support role and work on the ones that don’t come easy, that way you can build on the strengths you already have!
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