Customer Support Specialist

hace 1 mes


Xico, México Hootsuite Inc. A tiempo completo

About the Role

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At Hootsuite Inc., we're on a mission to empower our customers to succeed in their digital journeys. As a Customer Support Specialist - Enterprise Accounts, you will play a vital role in delivering exceptional customer experiences, ensuring our clients' satisfaction and loyalty.

Job Description

We are seeking an experienced and bilingual support specialist to join our team in Canada, Mexico City, or Bucharest. The ideal candidate will have a strong background in customer-facing roles, excellent communication skills, and a passion for problem-solving.

Responsibilities:

  • Provide subject matter expertise and escalate complex issues within accelerated SLAs to our highest-valued customer accounts, including Enterprise Standard, Premier, and Strategic.
  • Embody a customer-first mindset to address and resolve customer inquiries, issues, and concerns through efficient troubleshooting, diagnostic analysis, and clear communication.
  • Collaborate with cross-functional teams to identify patterns, trends, or widespread issues impacting Hootsuite products and services, adhering to applicable Support escalation workflows.
  • Identify opportunities for upselling and cross-selling, connecting clients with their CAM/CSM for discussion on the best overall solution to maximize Hootsuite value.
  • Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity, and other key performance indicators.

Requirements

To be successful in this role, you must possess:

  • Entry-level experience in relevant work areas in a product or customer technical support role.
  • Fully bilingual proficiency in spoken and written English and Japanese at a 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 (Phone/Chat/Email).
  • Deep understanding of Hootsuite's features, functionality, and troubleshooting capabilities.
  • Strong work ethic, with exceptional follow-through and resilience.

What You'll Get

In return for your hard work and dedication, you'll enjoy:

  • A competitive salary of approximately $60,000 per annum.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A collaborative and dynamic work environment that values diversity, equity, and inclusion.

About Hootsuite

Hootsuite Inc. is a global leader in social media management, empowering businesses to succeed in their digital journeys. Our commitment to customer satisfaction, innovation, and community engagement drives our mission forward.



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