Customer Support Advocate (English)

Job description

We’re looking for a Customer Support Advocate to help us 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 Hootsuite Ecommerce customers to provide timely and accurate customer support through great customer service. This is a hybrid role and is open to applicants located within commuting distance of Bucharest, Romania. In this role, you will report to the Team Lead, Customer Support. 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 (...