Customer Support Advocate E-292

Customer Support Advocate E-292

We're looking for a Customer Support Advocate to help 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 our self serve customers to exemplify great customer satisfaction & quality assurance.
While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Mexico City office, you will report to Team Lead, Customer Support.
**WHAT YOU'LL DO**:

- 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
- 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 quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- Perform other related duties as assigned.
**WHAT YOU'LL NEED**:

- Entry level 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**:

- Tenacious.
You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious.
You are always learning and seeking ways to make things better.
- Conscientious.
You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble.
You lead with humility and empathy, respecting and learning from the perspectives of others.
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
- #LI-NS1 #LI-Hybrid_

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/137647570/customer-support-advocate-e-292-xico/?utm_source=html