Description : Who You Are...As a Customer Advocate, you are part of our post-sales Support team and your passion for providing exceptional customer service contributes to our world-
class high level of customer satisfaction.
Acting as the first line of response to customers worldwide, you will communicate in an open, helpful and engaging tone and focus on finding the right solution with each customer.
You will connect with our customers to address questions and resolve issues through multiple channels such as Chat, Email, Phones, Twitter, Facebook, Forum etc.
You will organize and triage customer queries and support issues between these channels as well as manage outages and communicate to the appropriate stakeholders & customers.
Additionally, you will work with various teams to resolve customer support concerns, escalate bug issues, and serve as an ambassador for our brand.
Responsibilities 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 customersIdentify 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 HootsuiteCommunicate 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 customerIdentify and surface trends of customer or product issues with a focus on potential solutionsMaintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves / AHT) Requirements : You’re Great At.
sell and / or churn prevention techniquesKeeping organized and dealing with information coming from different sources at onceLearning quickly through strong listening skills and critical thinking with an eye for detailTaking direction and contributing to a collaborative teamStaying positive and thriving under pressureActing as a first line of response to users worldwide.
Explaining social media, software concepts and troubleshooting steps to all clients and colleagues, at any level of technical understandingBuilding on at least one year previous related experience in a Customer Support operations centerDisplaying diplomacy and professional attitude with an extremely high level of customer focusWorking in multi-
channel operational support environmentProviding an exceptional customer experience through an eye for detail and focus on solutionsAdvanced level of English and Spanish Offer : What We Offer.