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Mid LevelFull-timeRustAgileGitGoAI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Enterprise Customer Advocate to assist our highest valued Enterprise customer accounts with prompt, friendly, and accurate help through any medium or channel. This role supports the customer onboarding process and reports trends and patterns related to Support escalation workflows.
Key Responsibilities
- →Provide subject matter expertise to Hootsuite’s highest-valued customer accounts
- →Address and resolve customer questions, issues, and concerns with a customer-first mindset
- →Troubleshoot reported issues to diagnose and differentiate between product and non-product issues
- →Identify and report patterns, trends, or widespread issues impacting Hootsuite products and services
- →Perform customer account-related work for large Enterprise customers
- →Identify opportunities for cross/up-sell and connect clients with their CAM/CSM
- →Communicate in an engaging, helpful, and professional tone across all channels
- →Collaborate with Customer & Expansion team colleagues to prioritize the customer experience
- →Meet or exceed monthly/quarterly targets including Quality Assurance, Customer Satisfaction, productivity, and Adherence
Requirements
- ✓Entry level experience in relevant work area in a product or customer technical support role
- ✓Excellent interpersonal, verbal, and written communication skills
- ✓Ability to multitask, attention to detail, and time management skills
- ✓Knowledge of ticketing platforms like ZenDesk and Jira
- ✓Experience in a multi-channel environment (Phone/Chat/Email)
- ✓Deep understanding of Hootsuite’s features, functionality, and troubleshooting
- ✓Strong work ethic to handle multiple requests with exceptional follow-through
- ✓Excellent knowledge and passion for social environments
- ✓Resilience, tolerance for change, and problem-solving skills
- ✓Interpersonal savvy and ability to build positive working relationships
- ✓Summary Bullets
- ✓Provide subject matter expertise to Enterprise customer accounts
- ✓Troubleshoot and resolve customer issues with a customer-first mindset
- ✓Identify and report trends and patterns related to Support escalation workflows
- ✓Perform customer account-related work for large Enterprise customers
- ✓Collaborate with Customer & Expansion team to prioritize the customer experience
- ✓Meet or exceed monthly/quarterly targets
- ✓Deep understanding of Hootsuite’s features and troubleshooting
- ✓Requirement Bullets
- ✓Entry level experience in product or customer technical support
- ✓Excellent communication skills
- ✓Knowledge of ticketing platforms like ZenDesk and Jira
- ✓Experience in a multi-channel environment
- ✓Deep understanding of Hootsuite’s features and functionality
- ✓Strong work ethic and problem-solving skills
- ✓Resilience and interpersonal savvy
- ✓Benefit Bullets
- ✓[]
