Our Mission here in Strategic & Dedicated Support is to deliver exceptional customer experience as an engagement champion and relationship advocate to our customers. Dedicated support was created for clients to have one person for their post-sale technical support. This includes a service that extends beyond fixing an issue, while keeping in mind the big picture of LinkedIn and the client's goals. Our true north star is to Empower, Educate & Resolve.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
Responsibilities:
- Provide dedicated support to LinkedIn Learning Solutions clients
- Work with a large book of accounts and within a queue-support model with specific daily targets on client satisfaction, responding to clients in an effective and efficient manner
- Excellent time management and prioritisation skills
- Collaborate with Strategic Support Partners to provide the best member experience
- Analyse and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions
- Attend meetings with admins and license holders to answer inquiries, provide technical assistance and best practices regarding license functionality
- Establish effective working relationships with managers, cross-team members, and co-workers to ensure excellent information flow and feedback on process, policy, and product changes that will affect users
- Document all communication with users and accounts accurately and in a timely manner via system tools
- Ensure that all issues are escalated appropriately to the correct internal departments and management
Basic Qualifications:
- Fluency in French & English
- 2+ years of experience in online Customer Support, Account Management and/or Recruiting
Preferred Qualifications:
- Fluency in any other EU language
- Experience in a client-facing role
- Experience working in Internet companies
- Experience in technical and product support/troubleshooting
- Experience analyzing data, trends and client information to identify product or service growth opportunities
- Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Suggested Skills
- Communication
- Client facing
- Time management
- Prioritisation
- Critical thinking
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Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
