Enterprise Customer Support Advocate (Talkwalker)
Hootsuite is seeking an Enterprise Customer Advocate to assist their highest valued Enterprise customer accounts with prompt and accurate support. In this role, you will facilitate the customer onboarding process and address customer inquiries while identifying trends and patterns related to support workflows.
Responsibilities
- 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
Skills
- 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 are essential
- Knowledge of ticketing platforms i.e. Salesforce 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
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