Bilingual Enterprise Customer Support Advocate

Summary

Join Hootsuite as a Bilingual Enterprise Customer Support Advocate and provide prompt, friendly, and accurate help to high-value enterprise customer accounts. You will support customer onboarding, report support escalation trends, and communicate efficiently with global customers. This remote-first position, based in Vancouver, B.C., requires fluency in Japanese and English. You will report to the Team Lead, Enterprise Customer Support and be responsible for troubleshooting issues, identifying patterns, and contributing to customer account work. The role also involves identifying cross/up-sell opportunities and collaborating with other teams to prioritize customer experience. Success will be measured by meeting targets in quality assurance, customer satisfaction, and productivity.

Requirements

• Fully fluent in Japanese and English (verbal and written)
• Some relevant experience 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
• 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
• 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
• Priority Setting: Focuses time/energy on the most important issues/opportunities
• Clearly understand how to assess the importance of tasks and decisions
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people

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
• Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy
• Perform other related duties as assigned

Preferred Qualifications

Knowledge of ticketing platforms i.e. ZenDesk and Jira is a plus

Benefits

Remote-first position, open to applicants located in Vancouver B.C