Escalation Billing Support Specialist

Summary

Join Hootsuite as an Escalation Billing Specialist and become a key problem-solver for customers and the support team. You will develop in-depth billing product knowledge, support customers and Tier 1 advocates, and perform complex billing activities. Collaborate closely with various teams, including Product Billing, Enablement, and Customer Support. Enjoy a flexible work arrangement with remote or hybrid options in Mexico City or Vancouver. This role reports to the Manager, Customer Support Escalation Center. You will troubleshoot billing issues, mentor colleagues, update knowledge bases, investigate payments, handle escalated issues, manage BBB escalations, stay updated on product releases, meet KPIs, run reports, support finance, and perform other related duties.

Requirements

• 2+ years experience in a customer support role
• Self-educating and acquiring new knowledge and skills quickly and independently
• 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/Social)
• 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, 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 importance of tasks and decisions
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people

Responsibilities

• 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
• Assist our customers and colleagues with prompt, friendly and accurate help through a variety of mediums or channels (including email, phone, chat, social, Zoom Proactive Calls)
• Mentor and act as a help center for the Customer Support Advocate team by knowledge sharing, documenting solutions, proposing improvements and highlighting trends
• Update product and workflow content in collaboration with the Enablement team through Support Knowledge base updates and team presentations
• Accountable for missing payment investigations, processing billing rate changes, Non-profit discounts, refunds above the customer advocates defined amount thresholds for all team members
• Handle escalated service and account billing issues, including problem/issue triage, management to recognize the impact and determine when to escalate; ensure clear and effective communication throughout the support cycle and provide end-user assistance where required and escalate to Billing Product management as needed
• Own the Better Business Bureau (BBB) escalation workflow, responses and follow up to ensure Hootsuite’s compliance and resolution for customer complaints
• Stay up-to-date with Product Release Tech Briefs prior to release; maintain billing knowledge
• Maintain a focus on excellence by meeting or exceeding your team KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHTsolves/AHT)
• Run reports and perform basic analysis on billing, payments & collections and share findings with the manager
• Support finance with operational changes pertaining to eComm billing & payments
• Perform other related duties as assigned

Preferred Qualifications

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

Benefits

In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model