Remote Enterprise Customer Support Advocate (Bilingual English/Japanese)

Summary

Join our team as a Bilingual Enterprise Customer Support Advocate and help us assist our enterprise customer accounts with prompt, friendly, and accurate help through any medium or channel. In this role, you'll support the customer onboarding process and report trends and patterns related to Support escalation workflows.

Requirements

• Entry-level experience in relevant work areas in a product or customer technical support role
• Be fully bilingual in both spoken and written English and Japanese at the professional level
• Excellent interpersonal, verbal, and written communication skills
• Ability to multitask, attention to detail and time management are essential
• Knowledge of ticketing platforms, i.e. ZenDesk or 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
• 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 widespread 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 the 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

Benefits

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