Job Title: Co-Op, Customer Support Knowledge Base (Fall 2024 Term)

Location: Vancouver, BC 

Term: 4 months

Start Date: September 9, 2024

Openings: 1 

Overview:

We’re looking for a self-driven student seeking a new opportunity with a high profile tech company. You’ll be working with a global customer support team to write and update internal knowledge base articles, ensuring that Customer Support Advocates can easily access the information they need to provide the best customer experience.

WHAT YOU’LL DO:

• Learn and apply our internal style guide and knowledge base best practices
• Create new content or update existing content based on incoming requests from Customer Support
• Contribute to an audit of our Knowledge Base by:
• taking ownership of an assigned section to review and update
• helping the team improve the overall knowledge base structure
• Collaborate with Customer Support team members to improve the usability of our knowledge base through article structure improvements, content updates, and searchability improvements

WHAT YOU’LL NEED:

• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Customer Focus: demonstrates a desire to proactively help and serve internal/external

customers meet their needs

• Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
• Commitment to Results: Consistently achieves results, demonstrating high performance.
• Self Development: is personally committed to, and actively works to continuously improve

WHO YOU ARE:

• 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.

In all we do, our six guiding principles light the way:Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

We are an equal opportunity employer and welcome applications from all qualified candidates. If you are interested in this exciting opportunity, please submit your resume and cover letter for consideration.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.