Enterprise Customer Support Advocate

2 months ago

Vancouver, Canada Hootsuite Full time

We're looking for a** **Bilingual Enterprise Customer Support Advocate, fluent in English and Japanese, to help us assist our 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 role and is open to applicants located within commuting distance of our Vancouver, BC office. In this role, you will report to the Senior Manager, Customer Support & Workforce Management.

**WHAT YOU'LL DO**:

- Embrace a customer-first mindset to address and resolve customer questions, issues, and concerns
- 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.
- Help identify and report patterns, trends, or widespread issues impacting Hootsuite products and services following all applicable Support escalation workflows
- 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)
- 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
- Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline the resolution of any client concerns.
- 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.
- Perform other related duties as assigned

**WHAT YOU'LL NEED**:

- Entry-level experience in relevant work areas in a product or customer technical support role.
- Be fully bilingual in both spoken and written English and Japanese at the professional level.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to multitask, attention to detail and time management are essential.
- Knowledge of ticketing platforms, i.e. ZenDesk or Jira, is a plus.
- Deep understanding of Hootsuite's features, functionality and how to troubleshoot problems in our suite of products.
- Strong work ethic to handle multiple requests with exceptional follow-through
- Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc].
- Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.
- 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.
- Priority Setting: Focuses time/energy on the most important issues/opportunities.
- Clearly understand how to assess the importance of tasks and decisions.
- Interpersonal Savvy: relates openly and comfortably with diverse groups of people.

**WHO YOU ARE**:

- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:
**Step Up**: Show the world what it looks like to live and work by these guiding principles. #StepUp

**One Team**:Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

**Customer Obsessed**:Focus relentlessly on helping our customers succeed. #CustomerObsessed

**Go Fast, Be Agile**:Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

**Play to Win**:Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

**Neighbours & Allies**:Give back to our communities and be an ally. #SocialForGood #Allies

LI-BW1

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