Customer Support Advocate (English)

We’re looking for a Customer Support Advocate to help us support our customers by providing a world class service within our SLAs using a passionate and positive approach to the job as well as in-depth process and product knowledge. You’ll be working with Hootsuite Ecommerce customers to provide timely and accurate customer support through great customer service. This is a hybrid role and is open to applicants located within commuting distance of Bucharest, Romania. In this role, you will report to the Team Lead, Customer Support.

WHAT YOU’LL DO:

• Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)


• 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


• Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite


• Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)


• Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer


• Identify and surface trends of customer or product issues with a focus on potential solutions


• Maintain a focus on excellence by meeting or exceeding KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence, Occupancy


• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Fully fluent in English


• Proven experience with Contact Center / Help desk ticketing/ communication technology platforms [e.g., Zendesk, SnapEngage]


• Knowledge of the social networking industry and social analytics


• Experience with and knowledge of social media, including Hootsuite or other management tools


• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs


• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results


• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs


• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding


• Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up


• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems


• Self Development: is personally committed to, and actively works to continuously improve

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.


• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.


• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.


• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.


• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.


• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.


• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.


• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.


• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.