Enterprise Customer Support Advocate - Ciudad de México - Hootsuite

Hootsuite

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

We're looking for Enterprise Customer Advocate (fluent in Spanish and English) to help us assist our Enterprise clients with prompt, friendly and accurate help through any medium or channel.

While working with Enterprise customers worldwide, you will communicate in a professional, helpful and engaging tone with a focus on efficiently finding the right solution with each client.

While based in Hootsuite's Mexico City office, you will report to the Team Lead, Enterprise Customer Support.

NOTE:
PLEASE SUBMIT YOUR RESUME IN ENGLISH

WHAT YOU'LL DO:

Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and nonproduct issues in order to provide accurate, valid and complete information to our customers
Identify opportunities for cross/upsell and connect clients with their CSA/CSM for discussion on the best overall solution for them to maximize the value of Hootsuite
Collaborate closely with CSA/CSM and Professional Services colleagues to prioritize the customer experience and streamline resolution of any client concerns
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
Work on a night shift from 12:00 AM to 8:00 AM

WHAT YOU'LL NEED:

Fully fluent in Spanish and English (verbal and written)
Some practical experience in a product or customer technical support role
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
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 followthrough
Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, 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 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.

Estamos buscando un representante de clientes para Enterprise (fluido en español e inglés) que nos ayude a brindarle asistencia a nuestros clientes con su plan Enterprise de forma rápida, amigable y precisa a través de cualquier medio o canal.

Al trabajar con nuestros clientes del plan Enterprise en todo el mundo, te comunicarás con un tono profesional, atento y agradable.

Además, te enfocarás en encontrar eficientemente la solución adecuada para cada cliente.

Mientras estés en la sede de Hootsuite de la Ciudad de México, deberás reportarte con el líder del equipo de Atención al cliente para Enterprise.

NOTA:
POR FAVOR ENVIAR CURRICULUM EN INGLÉS

CARACTERÍSTICAS DEL PUESTO:

Solucionar problemas o consultas reportadas de forma eficiente y en detalle para diagnosticar y diferenciar entre problemas relacionados y no relacionados con los productos, a fin de proporcionar información precisa, válida y completa a nuestros clientes.
Identificar oportunidades de ventas cruzadas/comercialización y conectar a los clientes con su CSA/CSM a fin de encontrar la mejor solución integral para que puedan maximizar el valor de Hootsuite.
Comunicarse en un tono agradable, atento y profesional a través de todos los canales, incluidos el correo electrónico (tickets), el chat y el teléfono.
Colaborar estrechamente con los colegas de CSA/CSM y Servicios profesionales para darle prioridad a la experiência del cliente y agilizar la resolución de cualquier inquietud que tenga.
Mantener un enfoque en la excelencia mediante el cumplimiento o la superación de los objetivos trimestrales, como la garantía de calidad (QA), la satisfacción del cliente (CSAT) y la productividad (soluciones/AHT).
Trabajar en turno de noche de 12:00 AM a 08:00 AM

LO QUE NECESITARÁ:

Completamente fluido en español e inglés (verbal y escrito)
Alguna experiência práctica en un puesto de asistencia técnica de productos o de clientes.
Excelentes habilidades de comunicación interpersonal, verbal y escrita