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Mid LevelFull-timeAgileGoAI
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Advocate to join our team at Hootsuite. This role focuses on providing world-class customer service within our Service Level Agreements (SLAs), using a passionate and positive approach. You will work with self-serve customers to ensure great customer satisfaction and quality assurance.
Key Responsibilities
- →Assist customers with prompt, friendly, and accurate help through various channels including email, phone, chat, social media, and public forums
- →Troubleshoot reported issues or queries to diagnose and differentiate between product and non-product issues
- →Identify and promote opportunities for cross-selling or churn prevention
- →Communicate in an open, engaging, and helpful tone across all channels
- →Tailor communication style and troubleshooting delivery to match customer knowledge or skill level
- →Identify and surface trends of customer or product issues with a focus on potential solutions
- →Meet or exceed quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity
Requirements
- ✓Entry-level experience with Contact Center / Help desk ticketing/communication technology platforms
- ✓Knowledge of the social networking industry and social analytics
- ✓Experience with social media, including Hootsuite or other management tools
- ✓Collaboration and Teamwork: works with others to deliver results
- ✓Commitment to Results: consistently achieves results
- ✓Customer Focus: demonstrates a desire to proactively help and serve customers
- ✓Open Communication: clearly conveys thoughts, both written and verbally
- ✓Perseverance: pursues everything with energy and a need to finish
- ✓Problem Solving: uses an organized and logical approach to find solutions
- ✓Self Development: is personally committed to continuous improvement
WHO YOU ARE
- ✓Tenacious: Determined to succeed and motivated by the success of customers, colleagues, and the community
- ✓Curious: Always learning and seeking ways to make things better
- ✓Conscientious: Keeps promises and has strong integrity
- ✓Humble: Leads with humility and empathy, respecting and learning from others
