Customer Support Advocate

We're looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs, using a passionate and positive approach to the job, as well as in-depth process and product knowledge. You'll be working with our self serve customers to exemplify great customer satisfaction & quality assurance. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Mexico City office, you will report to Team Lead, Customer Support.
**WHAT YOU'LL DO**:
- 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
- Tailor communication style and troubleshoo...