Customer Support Advocate

<p>We’re looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs, using a passionate and positive approach to the job, as well as in-depth process and product knowledge. You’ll be working with our self serve customers to exemplify great customer satisfaction quality assurance. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Mexico City office, you will report to Team Lead, Customer Support.</p> <p><strong>**Please submit your resume and application in English**</strong></p> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li>Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)</li> <li>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>Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite</li> <li>Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)</li> <li>Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer</li> <li>Identify and surface trends of customer or product issues with a focus on potential solutions</li> <li>Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)</li> <li>Perform other related duties as assigned.</li> </ul> <p><strong>WHAT YOU’LL NEED:</strong></p> <ul> <li style="font-weight: 400;">Entry level experience with Contact Center / Help desk ticketing/communication technology platforms [e.g., Zendesk, SnapEngage]</li> <li style="font-weight: 400;">Knowledge of the social networking industry and social analytics.</li> <li style="font-weight: 400;">Experience with and knowledge of social media, including Hootsuite or other management tools.</li> <li style="font-weight: 400;">Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs</li> <li style="font-weight: 400;">Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results</li> <li style="font-weight: 400;">Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs</li> <li style="font-weight: 400;">Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding</li> <li style="font-weight: 400;">Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up</li> <li style="font-weight: 400;">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 style="font-weight: 400;">Self Development: is personally committed to, and actively works to continuously improve</li> </ul> <p><strong>WHO YOU ARE:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Tenacious. You are determined to succeed, </span><span style="font-weight: 400;">and you are motivated by the success of customers, colleagues and the community.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Curious. You are always learning and seeking ways to make things better.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Conscientious. You keep your promises, taking your commitments to others seriously, and you have str ... (truncated, view full listing at source)