Who you are

• We’re looking for an Escalation Billing Specialist who is passionate about problem solving, working with customers and enabling the customer support team
• 2+ years experience in a customer support role
• Self-educating and acquiring new knowledge and skills quickly and independently
• 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
• Experience in a multi-channel environment (Phone/Chat/Email/Social)
• 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 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
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people
• 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

What the job involves

• In this role, you’ll develop deep billing product knowledge, and provide support to our customers and to Customer Support Advocates at the Tier 1 level
• You’ll be performing complex billing activities and internal knowledge sharing in close collaboration with the Product Billing, Enablement, Escalation Technical Support Specialists, Escalation Incident Support Specialist Team as well as the Customer Support teams
• In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model
• In this role, you will report to the Manager, Customer Support Escalation Center
• 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
• Assist our customers and colleagues with prompt, friendly and accurate help through a variety of mediums or channels (including email, phone, chat, social, Zoom Proactive Calls)
• Mentor and act as a help center for the Customer Support Advocate team by knowledge sharing, documenting solutions, proposing improvements and highlighting trends
• Update product and workflow content in collaboration with the Enablement team through Support Knowledge base updates and team presentations
• Accountable for missing payment investigations, processing billing rate changes, Non-profit discounts, refunds above the customer advocates defined amount thresholds for all team members
• Handle escalated service and account billing issues, including problem/issue triage, management to recognize the impact and determine when to escalate; ensure clear and effective communication throughout the support cycle and provide end-user assistance where required and escalate to Billing Product management as needed
• Own the Better Business Bureau (BBB) escalation workflow, responses and follow up to ensure Hootsuite’s compliance and resolution for customer complaints
• Stay up-to-date with Product Release Tech Briefs prior to release; maintain billing knowledge
• 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/ATHTsolves/AHT)
• Run reports and perform basic analysis on billing, payments & collections and share findings with the manager
• Support finance with operational changes pertaining to eComm billing & payments
• Perform other related duties as assigned

Benefits

• 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
• A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
• Accidental death and dismemberment (AD&D) Insurance
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Gym / Wellness Reimbursement ($55 per month)
• Gym Discount
• Health Insurance
• Life Insurance
• Maternity Leave
• PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
• Paternity Leave
• Sick Time (for individual employee and family members)
• Bereavement Leave
• Business Travel Insurance
• Company Phones
• Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
• Immigration Assistance
• Phone Bill Reimbursement ($50 per month)
• Remote Work
• 401k
• Employee Discount
• Pet Friendly Workplace
• RRSP Matching
• Volunteer Time Off