Strategic Support Consultant-Japanese speaking

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.

We are looking for a Strategic Support Consultant to join our team in delivering an excellent experience for some of our larger enterprise customers. In this role, you will be the customer’s point of contact for LinkedIn product information and support. You will be responsible for effectively resolving and escalating customer issues while also ensuring customers are utilizing our solutions and tools to meet their business objectives.  

Responsibilities :  

• Provide dedicated support to LinkedIn Talent Solutions clients  

• Collaborate with Strategic Support Partners to provide the best member experience  

• Work with a small 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  

• Analyze and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions  

• Conduct phone calls with admins and license holders to answer inquiries, provide technical assistance and best practices in regard to 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 :  

• 2+ years of experience in one or more of the following areas: customer support, complaint resolution, or sales/ account management supporting a product/solution utilizing multiple communication channels (email, phone, and chat) 
• Fluent in both verbal and written Japanese (Bilingual or Japanese language test N1 level) and English

Preferred Qualifications :  

• 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)  

• Excellent verbal and written communication skills

Suggested Skills: 

• Relationship management skills 
• Time management skills
• Problem solving skills

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