Enterprise Customer Support Specialist
hace 1 mes
We're seeking a highly skilled and bilingual Enterprise Customer Support Advocate to join our team at Hootsuite Inc. As a key member of our customer support team, you will be responsible for providing exceptional support to our enterprise customer accounts, ensuring their needs are met and exceeded.
Key Responsibilities:- Provide subject matter expertise to our highest-valued customer accounts, including Enterprise Standard, Premier, and Strategic customers.
- Embody a customer-first mindset to address and resolve customer questions, issues, and concerns in a timely and professional manner.
- Efficiently troubleshoot reported issues or queries to diagnose and differentiate between product and non-product issues.
- Identify and report patterns, trends, or widespread issues impacting Hootsuite products and services.
- Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline the resolution of any client concerns.
- Meet or exceed monthly/quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity, and Customer First Proactive Outbound Calls.
- Entry-level experience in relevant work areas in a product or customer technical support role.
- Fluency 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.
- Experience in a multi-channel environment (Phone/Chat/Email).
- 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.].
- A dynamic and supportive work environment.
- Opportunities for growth and professional development.
- A competitive salary and benefits package.
- A chance to work with a leading social media management platform.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, please submit your application.
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