Bilingual Enterprise Customer Support Advocate (Japanese/ English Speaker)

<p>We’re looking for <strong>Bilingual Enterprise Customer Support Advocate, fluent in English and Japanese</strong>, to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows. You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner. This is a hybrid position, open to applicants located in Tokyo, Japan. In this role, you will report to the Senior Manager, Enterprise Customer Support.</p> <p> </p> <p><strong>WHAT YOU’LL DO:</strong><strong><br></strong></p> <ul> <li style="font-weight: 400;">Provide subject matter expertise, within an accelerated SLA to Hootsuite’s highest-valued customer accounts - Enterprise Standard, Premier, Strategic, including all 3rd party Partner Support programs [Digital Services Partner (DSP) and Independent Software Vendors (ISV)]</li> <li style="font-weight: 400;">Embrace a customer first mindset to address and resolve customer questions, issues, and concerns </li> <li style="font-weight: 400;">Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers.</li> <li style="font-weight: 400;">Help identify and report patterns, trends, or wide spread issues impacting Hootsuite products and services following all applicable Support escalation workflows</li> <li style="font-weight: 400;">Perform and complete customer account related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers as required (varies by scale and complexity)</li> <li style="font-weight: 400;">Identify opportunities for cross/up-sell and connect clients with their CAM/CSM for discussion on the best overall solution for them to maximize the value of Hootsuite</li> <li style="font-weight: 400;">Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones.</li> <li style="font-weight: 400;">Collaborate closely with Customer Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns.</li> <li style="font-weight: 400;">Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy.</li> <li style="font-weight: 400;">Perform other related duties as assigned</li> </ul> <p> </p> <p><strong>WHAT YOU’LL NEED:</strong></p> <ul> <li style="font-weight: bold;"><strong>Fully fluent in Japanese and English (verbal and written)</strong></li> <li>Some relevant experience in a product or customer technical support role.</li> <li>Excellent interpersonal, verbal, and written communication skills.</li> <li>Ability to multitask, attention to detail and time management are essential.</li> <li>Knowledge of ticketing platforms i.e. ZenDesk and Jira is a plus.</li> <li>Experience in a multi-channel environment (Phone/Chat/Email).</li> <li>Deep understanding of Hootsuite’s features, functionality and how to troubleshoot problems in our suite of products.</li> <li>Strong work ethic to handle multiple requests with exceptional follow-through</li> <li>Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc].</li> <li>Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.</li> <li>Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.</li> <li>Priority Setting: Focuses time/energy on the most important issues/opportu ... (truncated, view full listing at source)