Enterprise Customer Support Advocate - Evening Shift (Bilingual English/Japanese)

August 14

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Hootsuite

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Too many brands suck at social. Yours doesn’t have to.

Social Media Management System • Twitter • Facebook • LinkedIn • Social Media ROI

1001 - 5000

💰 $50M Debt Financing on 2018-03

Description

• 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 wide spread 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 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

Requirements

• Entry level experience in relevant work area in a product or customer technical support role. • Be fully bilingual 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 and 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]. • Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects. • 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. • Priority Setting: Focuses time/energy on the most important issues/opportunities. • Clearly understand how to assess the importance of tasks and decisions. • Interpersonal Savvy: relates openly and comfortably with diverse groups of people.