• Resolving issues of Hootsuite customers worldwide using our support platforms such as help desk platform, live chat and social media channels (Twitter, Facebook, Instagram);• Identifying bugs and system issued by testing and investigating the situation reported;• Organizing and answering customer queries and support issues between various support channels and though different groups (Enterprise, Billing, Technical);• Working with various teams to resolve customer concerns, escalating bug issues and serve as an ambassador of Hootsuite;• Back-up on billing tickets when the SCAs were out of office( pricing, billing instructions, discounts, state sales tax);

• Ensuring an efficient end user support process, in line with the Company strategy;• Assisting all customers in defining their needs and requests in English, Spanish, French, Portuguese and Italian;• Translating web pages, software applications, press releases, promotional materials and internal communication documents from English, Spanish to Italian;• Helping the online presence of the brand via various social media platforms;• Testing and writing reviews for different mobile apps;• Creating and managing an internal contest;

• Handling email, web tickets;• Verifying the issue and categorization / prioritization of the incident;• Coordinating, supervising and monitoring the activity of the user relations operator team;• Evaluating and motivating operators;• Drawing up monthly reports;• Translating texts from English, Spanish into Italian;

• Providing customer support and technical issue resolution via email, chat or forums;• Creating and Updating the HELP&FAQ sections;• Translating web pages and software applications for Italian users;• Promoting the services on Social Media Platforms;