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Escalation Technical Support Specialist at Hootsuite
HootsuiteVancouver, Canada; Mexico City, Mexico ·1w ago
Mid LevelFull-timeAgileGoAI
Salary Range
$33,150 - $44,850 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Escalation Technical Support Specialist to join our team. This role involves providing technical support to customers and enabling the customer support team through complex troubleshooting and internal knowledge sharing.
Key Responsibilities
- →Perform advanced troubleshooting in a multi-channel environment to solve escalated customer issues
- →Diagnose and differentiate between product and non-product issues to provide accurate information
- →Build and enhance troubleshooting capacity by resolving issues earlier in the funnel
- →Provide feedback and recommendations to the Product Team to improve products and customer experience
- →Handle escalated service and account management issues, including problem triage and escalation
- →Support with reviewing processes to identify opportunities for improvement
- →Act as a coordinator for data subject requests, liaising between customer support and teams handling PII data
- →Monitor trends in ticket volume to flag outages/bugs to the Incident Management team
- →Log search requests from Tier 1 teams to help identify errors and bugs
- →Participate in backup on-call rotation for the Escalation Incidents team
- →Maintain focus on excellence by meeting or exceeding team KPIs
Requirements
- ✓Proven experience in a customer technical support role handling account management escalations
- ✓Ability to multitask, attention to detail, and time management skills
- ✓Experience in a multi-channel environment (Phone/Chat/Email/Social)
- ✓Understanding of technical environments including Internet and Web-based services, SaaS
- ✓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/ambiguity
- ✓Problem-solving skills with an organized and logical approach
- ✓Priority setting skills focusing on important issues
- ✓Collaboration and teamwork skills
- ✓Open communication skills with clear conveyance of thoughts
- ✓Interpersonal skills relating openly with diverse groups
- ✓Self-development commitment 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, keeping promises and taking commitments seriously with strong integrity.
- ✓Humble, leading with humility and empathy, respecting and learning from others.
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