Customer Advocates at HootSuite ensure that an excellent standard of service and a high level of customer satisfaction is maintained at all times. Attention to detail and experience in a related technical service industry is essential. Resources for all things HootSuite, a Customer Advocate communicates directly with our customers and works with various internal teams to address service queries, resolve bug issues and serve as an ambassador for our brand.
- Acts as a first line of response to HootSuite customers worldwide using our help desk platform and social media channels - including Twitter, Facebook, etc.
- Provides a consistent, helpful and engaging tone that reflects the HootSuite brand
- Works with account managements and development teams to pinpoint bugs and system issues affecting customers
- Organizes and triages customer queries and support issues between various support channels
Required Skills & Experience:
- Basic understanding of social media and social media dashboards, knowledge of HootSuite a strong asset
- Technical customer service experience, particularly in a fast paced high volume environment important
- Organized and able to deal with information coming from different sources at once
- A quick learner with an eye for detail
- Must be self driven and able to take direction
- Flexible and able to alter habits on short notice
- Able to laugh and thrive under pressure
- Must be available to work evenings from 3pm - 11pm
- Must be available to work a flexible work week including some weekend coverage (a set 5-day schedule, not shift work)
- Familiarity with Zendesk, Aria, PayPal, GetSatisfaction and UserVoice
- Familiarity with HootSuite and HootSuite’s brand
- Knowledge of the social networking industry and social analytics
- Fluency in a second language
- Date Posted:
- Apr 3, 2014 1:35 PM PDT
- HootSuite Media, Inc.
HootSuite is a social relationship platform for businesses and organizations to collaboratively execute social media strategies across multiple social networks from one secure, web-based dashboard. Launch marketing campaigns, identify and grow audience, and distribute targeted messages using HootSuite’s unique social media dashboard. Streamline team workflow with scheduling and assignment tools and reach audiences... more