Escalation Technical Support Specialist, Hootsuite
CA$59.2-83k
Social media management tool
Job no longer available
Social media management tool
1001+ employees
Job no longer available
CA$59.2-83k
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- 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)
- 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
- 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
- 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
- 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
- While based in Hootsuite's Vancouver office you will report to Manager, Customer Support Escalation Center
- 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/ATHTsolves/AHT)
- Perform other related duties as assigned
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 25 million customers, and used by staff at over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company 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
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
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