Customer Support Advocate - Bucharest (German & English)

Employer: Hootsuite
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 25.06.2021
    Short company description

    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 mission to empower organizations to turn messages into meaningful relationships.
    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, London, Singapore or any of our 8 nests around the globe, you will have 800+ #HootsuiteLife peeps who will have your back to support your growth everyday.

    Requirements

    - Fully fluent in German and English
    - Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
    - Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
    - Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
    - Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
    - Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
    - 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
    - Self Development: is personally committed to, and actively works to continuously improve

    Responsibilities

    - Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
    - 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
    - Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite 
    - Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
    - Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
    - Identify and surface trends of customer or product issues with a focus on potential solutions
    - Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)

    Other info

    What we offer:
    - Competitive compensation package
    - 26 Vacation days
    - Wellness week in 2021
    - Owly time (50% of all Fridays off during Q3)
    - 5 Mental Health/Sick leaves (during the pandemic)
    - Health benefits - medical services, insurance
    - Employee Assistance Program
    - Meal vouchers
    - Restricted Stock Units
    - Headspace App subscription
    - Bookstr subscription
    - Macbook equipment
    - Flexible schedule