Escalation Technical Support Specialist

We’re looking for a Escalation Technical Support Specialist, who is passionate about technical problem solving, working with customers and enabling the customer support team. In this role, you’ll develop deep product knowledge, and provide technical support to our customers and to Customer Support Advocates at the Tier 1 level. You’ll be performing activities related to complex troubleshooting and internal knowledge sharing in close collaboration with the Customer & Expansion Success Management teams, Product Content, Support Enablement, Escalation Incident Support Specialist Team as well as the Customer Support teams. This is a hybrid role and is open to applicants located within commuting distance of our Mexico City office. In this role, you will report to the Manager, Customer Support Escalation Center.

WHAT YOU’LL DO:

• Perform advanced troubleshooting in a multi-channel environment (phone, email, chat, proactive outbound zoom calls) to solve escalated customer issues, and to help raise the bar of our support teams
• Diagnose and differentiate between product and non-product issues in order to provide accurate, valid, and complete information to our customers
• Build and enhance troubleshooting capacity by resolving issues earlier in the funnel
• Provide feedback and recommendations to our Product Team in order to improve the supportability of our products and our customer’s experience.
• Handle escalated service and account management issues, including problem/issue triage, management, and escalation; recognize the impact and determine when to escalate; ensure clear and effective communication throughout the support cycle and provide end-user assistance where required.
• Support with reviewing processes to identify opportunities for improvement and champion the implementation of solutions.
• Act as a coordinator for data subject requests, liaising between customer support and teams that handle & store PII (Personally Identifiable Information) data, ensuring the requests are processed on time and closing the loop with the customer
• Monitor trends/spikes in ticket volume to flag outages/bugs to Incident Management team
• Log search requests from our Tier 1 teams to help identify errors and bugs
• Participate in back up on-call rotation for the Escalation Incidents team as needed to provide after-hours and/or weekend technical support escalation coverage
• Maintain a focus on excellence by meeting or exceeding your team KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Proven experience in a customer technical support role while handling account management escalations
• Ability to multitask, attention to detail, and time management are essential
• Experience in a multi-channel environment (Phone/Chat/Email/Social)
• Must understand technical environments including Internet and Web-based services, Software as a Service (SaaS)
• Strong work ethic to handle multiple requests with exceptional follow-through
• 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
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people
• Self Development: is personally committed to, and actively works to continuously improve

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-AK1