Job Description

Job Title- Enterprise Customer Support Advocate (Talkwalker)

Company -Hootsuite

Years of Exp-0–2 years (Customer Support / Technical Support)

Location-

Mexico City, Mexico OR Vancouver, Canada (Hybrid)

Role Type: Full-Time Role

Salary- $257,600 – $360,800 MXN (Mexico range)

Eligibility-

• Up to 2 years in customer or technical support roles
• Strong communication skills (written & verbal)
• Experience in multi-channel support (chat, email, phone)
• Familiarity with ticketing tools like Salesforce, Jira (preferred)
• Knowledge of social media platforms (Facebook, Instagram, Twitter/X, LinkedIn, TikTok)
• Ability to multitask and manage time effectively
• Strong problem-solving and troubleshooting skills

Role Overview-

The Enterprise Customer Advocate supports high-value enterprise clients by providing fast, accurate, and high-quality assistance across multiple channels. The role focuses on troubleshooting issues, supporting onboarding, identifying product trends, and ensuring a seamless customer experience while collaborating with internal teams.

Key Responsibilities-

• Provide high-priority support to enterprise customers within SLA timelines
• Troubleshoot and resolve product-related and non-product issues
• Support onboarding, implementation, and configuration for enterprise clients
• Identify trends, recurring issues, and escalate appropriately
• Communicate professionally via chat, email, and phone
• Collaborate with Customer Success, Expansion, and Support teams
• Assist in identifying cross-sell and upsell opportunities
• Maintain detailed records using ticketing systems
• Ensure smooth and positive customer experience

Skills and Qualifications-

• Strong customer support and troubleshooting skills
• Excellent communication and interpersonal abilities
• Detail-oriented with strong multitasking capability
• Familiarity with CRM/ticketing tools (Salesforce, Jira)
• Good understanding of social media platforms and tools
• Adaptability and resilience in fast-paced environments
• Customer-first mindset with strong follow-through
• Collaborative and proactive problem-solving approach