Bilingual Customer Support Agent (English/Portuguese or English/French speaking)

Vancouver, BC Canada

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Hootsuite is more than a social media company. We’re more than a tech company. We’re a collective of creators and makers, builders and hackers, teachers and students.


We believe deeply that social media is revolutionizing how we communicate – and we’re driven by our purpose to champion the power of human connection.

 

We believe that culture is the compass to success and so our culture manifesto is woven into the fabric of all we do. We seek exceptional talent that believes joining a passionate, egoless team that is building something bigger than themselves, and having fun doing it, matters.

 

We know you have a lot of choices on where to take your career next. Whether you’re based in Vancouver, Toronto, London, Bucharest, Singapore or any of our 12 nests around the globe, you will have 1,000+ #HootsuiteLife peeps who will have your back to support your growth everyday.

 

Here’s where it might start…


#HootsuiteLife



Hootsuite Cultural Manifesto



#HootGiving



Guru Career Track  


B Corporation Certification


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, Twitter, Facebook, Phone 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.


You are available to work a flexible work week which includes some weekend coverage.

 

Responsibilities:

  • Act as an expert on the latest Hootsuite product developments and features
  • Manage outages and communicate to the appropriate stakeholders & customers
  • Communicating with our Enterprise customers in a professional yet personal tone to find solutions to their queries
  • Navigating social media and social media dashboards
  • Keeping organized and dealing with information coming from different sources at once
  • Taking direction and contributing to a collaborative team
  • Staying positive and thriving under pressure in a fast-paced environment


You’re Great At...

 

  • Speaking other languages (English & Portuguese)
  • Finding solutions while connecting with customers
  • Multitasking in a fast-paced environment
  • Written and verbal communication (English & Portuguese) with a professional yet personal tone
  • Navigating social media and social media dashboards.
  • Keeping organized and dealing with information coming from different sources at once
  • Learning quickly with an eye for detail
  • Taking direction and contributing to a collaborative team
  • Staying positive and thriving under pressure


Bonus Points…

 

  • Familiarity with Hootsuite, Zendesk, Chat software, Payment software such as Aria & PayPal
  • Experience with soft selling and up selling techniques
  • Knowledge of the social networking industry and social analytics
  • Punderful sense of humour

 

 #LI-LD1


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