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.
**WHAT YOU'LL DO**:
- 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
- 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
- Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
- Identify and surface trends of customer or product issues with a focus on potential solutions
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- Perform other related duties as assigned.
**WHAT YOU'LL NEED**:
- Entry level experience with Contact Center / Help desk ticketing/communication technology platforms (e.g., Zendesk, SnapEngage)
- Knowledge of the social networking industry and social analytics.
- Experience with and knowledge of social media, including Hootsuite or other management tools.
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Perseverance: pursues everything with energy, drive, and a need to finish—doesn't give up
- 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
- Self Development: is personally committed to, and actively works to continuously improve
**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-NS1 #LI-Hybrid_