Enterprise Customer Support Advocate (Talkwalker) at Hootsuite

Hootsuite

Mexico City, Mexico and Vancouver, Canada·1d ago

Mid LevelFull-timeRustAgileGitGoAI

Salary Range

$33,150 - $44,850 /year

Estimated

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 will support the customer onboarding process and report 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 in detail to diagnose and differentiate between product and non-product issues
→Help 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

Requirements

✓Up to 2 years in a product or customer technical support role
✓Excellent interpersonal, verbal, and written communication skills
✓Ability to multitask, attention to detail, and time management
✓Knowledge of ticketing platforms like Salesforce and Jira is a plus
✓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 and tolerance for change and ambiguity
✓Summary Bullets
✓Provide subject matter expertise to Hootsuite’s highest-valued customer accounts
✓Address and resolve customer questions, issues, and concerns
✓Troubleshoot reported issues in detail
✓Identify and report patterns, trends, or widespread issues
✓Perform customer account-related work for large Enterprise customers
✓Identify opportunities for cross/up-sell
✓Communicate in an engaging, helpful, and professional tone
✓Requirement Bullets
✓Up to 2 years in a product or customer technical support role
✓Excellent interpersonal, verbal, and written communication skills
✓Ability to multitask, attention to detail, and time management
✓Knowledge of ticketing platforms like Salesforce and Jira
✓Experience in a multi-channel environment
✓Deep understanding of Hootsuite’s features and troubleshooting
✓Strong work ethic to handle multiple requests
✓Excellent knowledge and passion for social environments
✓Resilience and tolerance for change and ambiguity
✓Benefit Bullets
✓[]