Enterprise Customer Support Advocate

2 days ago

Vancouver, British Columbia, Canada Hootsuite Full time

We're seeking a Bilingual Enterprise Customer Support Advocate to assist our enterprise customer accounts with prompt, friendly and accurate help through any medium or channel.

**Job Summary:** We're looking for a highly skilled and bilingual professional to provide exceptional customer support to our enterprise clients, leveraging their expertise in English and Japanese to deliver top-notch service.

This is a hybrid role that requires a unique blend of technical skills, language proficiency, and customer service expertise. As a Bilingual Enterprise Customer Support Advocate, you will be responsible for:

  • Providing subject matter expertise to Hootsuite's highest-valued customer accounts, including Enterprise Standard, Premier, and Strategic clients
  • Embracing a customer-first mindset to address and resolve customer questions, issues, and concerns
  • Troubleshooting reported issues or queries in detail to diagnose and differentiate between product and non-product issues
  • Helping identify and report patterns, trends, or widespread issues impacting Hootsuite products and services
  • Performing customer account-related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers
  • Identifying opportunities for cross/up-sell and connecting clients with their CAM/CSM for discussion on the best overall solution
  • Communicating in an engaging, helpful and professional tone across all channels, including email, chat, and phones
  • Collaborating closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline the resolution of any client concerns
  • Maintaining a focus on excellence by meeting or exceeding monthly/quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity, and Customer First Proactive Outbound Calls

**Requirements:**

  • Entry-level experience in relevant work areas in a product or customer technical support role
  • Full bilingual proficiency in English and Japanese at the professional level
  • Excellent interpersonal, verbal, and written communication skills
  • Ability to multitask, attention to detail, and time management
  • Knowledge of ticketing platforms, such as ZenDesk or Jira, is a plus
  • Experience in a multi-channel environment, including Phone, Chat, and Email
  • Deep understanding of Hootsuite's features, functionality, and troubleshooting capabilities
  • Strong work ethic to handle multiple requests with exceptional follow-through
  • Excellent knowledge and passion for social environments, including Facebook, Instagram, Twitter, LinkedIn, and TikTok
  • Resilience, tolerance for change/ambiguity, problem-solving, priority setting, and interpersonal savvy

**Who We Are:**

  • We're a company that values tenacity, curiosity, conscientiousness, and humility
  • We're committed to making Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work
  • We're focused on helping our customers succeed and building an incredible, profitable company for our customers, employees, and stakeholders
  • We're dedicated to giving back to our communities and being an ally

We're an equal opportunities employer and welcome applications from diverse candidates. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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