Enterprise Customer Support Advocate - Bilingual French/English

Hootsuite Inc.; Old Toronto; Remote; CAD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Bilingual Enterprise Customer Support Advocate, where you will provide exceptional support to our highest-valued customers. This remote role allows you to engage with clients in both English and French, ensuring their needs are met with professionalism and efficiency. You will troubleshoot issues, report trends, and collaborate with teams to enhance the customer experience. If you are passionate about customer success and thrive in a dynamic environment, this is the perfect opportunity to make a significant impact while working with a dedicated team committed to excellence.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life/Disability Insurance

Employee and Family Assistance Program

Group RRSP Plan with Company Match

Global Parental Leave

Flexible Work Environment

Qualifications

• Entry level experience in customer technical support is required.
• Bilingual in English and French is essential for this role.

Responsibilities

• Provide expert support to high-value Enterprise customer accounts.
• Identify and report trends impacting Hootsuite products and services.

Skills

Bilingual (English and French)

Customer Support

Interpersonal Communication

Problem Solving

Attention to Detail

Multitasking

Knowledge of Social Media Platforms

Experience with Ticketing Platforms (ZenDesk, Jira)

Education

Entry Level Experience in Customer Support

Tools

ZenDesk

Jira

Job description

We’re looking for a Bilingual Enterprise Customer Support Advocate, fluent in both written and spoken French and English, to help us assist our Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows. You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner. This is a remote role and is open to applicants located in Vancouver BC or Toronto ON. In this role, you will report to the Senior Manager, Customer Support & Workforce Management.

Please ensure you submit your resume in English

WHAT YOU’LL DO:

• Provide subject matter expertise, within an accelerated SLA to Hootsuite’s highest-valued customer accounts - Enterprise Standard, Premier, Strategic, including all 3rd party Partner Support programs [Digital Services Partner (DSP) and Independent Software Vendors (ISV)]
• Embrace a customer first mindset to address and resolve customer questions, issues, and concerns
• Efficiently 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.
• Help identify and report patterns, trends, or wide spread issues impacting Hootsuite products and services following all applicable Support escalation workflows
• Perform and complete customer account related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers as required (varies by scale and complexity)
• Identify opportunities for cross/up-sell and connect clients with their CAM/CSM for discussion on the best overall solution for them to maximize the value of Hootsuite
• Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones.
• Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns.
• Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy.
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Entry level experience in relevant work area in a product or customer technical support role.
• Be fully bilingual in both spoken and written English and French at the professional level.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to multitask, attention to detail and time management are essential.
• Knowledge of ticketing platforms i.e. ZenDesk and Jira is a plus.
• Experience in a multi-channel environment (Phone/Chat/Email).
• Deep understanding of Hootsuite’s features, functionality and how to troubleshoot problems in our suite of products.
• Strong work ethic to handle multiple requests with exceptional follow-through
• Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc].
• Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.
• 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.
• Priority Setting: Focuses time/energy on the most important issues/opportunities.
• Clearly understand how to assess the importance of tasks and decisions.
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people.

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

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits: Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period.

US Benefits: Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period.

Global Parental Leave: All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of 12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.