.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 offices in Canada, Mexico City, and Bucharest. In this role, you will report to the Senior Manager, Customer Support & Workforce Management.This is a permanent, full-time shift, with hours to be aligned to overlap partially with regular working hours in Japan. The successful candidate will commit to 4-6 weeks of onboarding, scheduled Monday to Friday from 8am to 4pm or 9am to 5pm for training. Once the training is complete, you will transition into a permanent, full-time shift with hours in alignment with Japan working hours (e.G., in Vancouver, the working hours will be approximately 3:00 pm - 11:00 pm PST).WHAT YOU'LL DO:Provide subject matter expertise, within an accelerated SLA to Hootsuite's highest-valued customer accounts - Enterprise Standard, Premier, Strategic, including all 3rd party Partner Support programs [Digital Services Partner (DSP) and Independent Software Vendors (ISV)].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.Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones.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