Perform advanced troubleshooting in multi-channel channels (phone, email, chat, Zoom) to resolve escalated issues.
Diagnose product vs non-product issues to provide accurate information.
Coordinate data subject requests with teams handling PII to ensure timely processing.
Provide feedback to Product to improve supportability and customer experience.
Monitor ticket trends and participate in after-hours/on-call escalation coverage.
Keep stakeholders informed throughout the support cycle.

🎯 Requirements

Proven experience in customer technical support with account management escalations.
Experience in multi-channel support (Phone, Chat, Email, Social).
Strong understanding of Internet/Web services and SaaS.
Deep knowledge of Hootsuite features and troubleshooting.
Excellent communication, collaboration, and interpersonal skills.
Resilience, adaptability, and willingness to continuously develop.

🎁 Benefits

Accommodations will be provided during the selection process.

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