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Key Responsibilities:Deliver subject matter expertise to Hootsuite's top-tier customer accounts, including Enterprise Standard, Premier, and Strategic, along with third-party Partner Support programs. Adopt a customer-first approach to effectively resolve inquiries and concerns. Thoroughly troubleshoot issues to differentiate product-related problems from non-product queries, ensuring accurate and comprehensive information is provided. Identify and report patterns or widespread issues affecting Hootsuite products and services, adhering to established support escalation workflows. Assist with account-related tasks for the implementation, configuration, or onboarding of large Enterprise customers. Spot opportunities for cross-selling or upselling and facilitate discussions with Customer Account Managers (CAM) or Customer Success Managers (CSM) to maximize customer value. Engage with customers in a helpful and professional manner through email, chat, and phone channels. Collaborate with team members to enhance the customer experience and expedite the resolution of client issues. Maintain excellence by meeting or exceeding performance targets related to Quality Assurance, Customer Satisfaction, productivity, and proactive outreach.
About the job
Join Hootsuite as an Enterprise Customer Support Advocate, where you will play a crucial role in assisting our most valued Enterprise customer accounts. Your mission will be to deliver prompt, friendly, and accurate assistance across various channels, ensuring a seamless onboarding experience for our clients. In this dynamic hybrid role based in Bucharest, Romania, you will work closely with our global Enterprise customers, addressing their needs with professionalism and engagement. You'll provide insights into support escalation workflows and help identify trends that enhance our customer support services. You will report directly to the Team Lead of Enterprise Customer Support.
About Hootsuite
Hootsuite is a leading social media management platform that empowers businesses to connect with their audience and enhance their online presence. With a commitment to providing exceptional customer service, we value our relationships with Enterprise customers and strive to deliver unparalleled support tailored to their needs.
About BrillioFounded in 2014, Brillio stands at the forefront of digital transformation, empowering enterprises across the globe to harness the power of technology. Our expertise encompasses Cloud, AI, Mobile, and IoT, making us a trusted partner for industry leaders aiming to optimize their digital strategies. With a diverse workforce exceeding 6000 profess…
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