Please submit your resume in English
We’re looking for a Bilingual Customer Support Advocate (English / Spanish) to help us support our customers providing a world class service within our SLAs using a passionate and positive approach to the job as well in-depth process and product knowledge.
You’ll be working with the Self Serve customers to exemplify great Customer Satisfaction & Quality Assurance. You will report to the Manager, Customer Support, and be based in our Mexico City office once we return to the workplace.
WHAT YOU’LL DO :
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 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
Communicate 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 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)
WHAT YOU’LL NEED :
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.