.Please submit your resume and application in EnglishWHAT YOU'LL DO:Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)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 customersIdentify 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 HootsuiteCommunicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)Tailor communication style and troubleshooting delivery to match knowledge or skill level of customerIdentify and surface trends of customer or product issues with a focus on potential solutionsMaintain 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 needsCommitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver resultsCustomer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needsOpen Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understandingPerseverance: pursues everything with energy, drive, and a need to finish—doesn't give upProblem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problemsSelf Development: is personally committed to, and actively works to continuously improveWHO 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