Job Description

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 an LTS Support Consultant to join our team in delivering an excellent experience for our Talent Solutions 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 hiring objectives.

Responsibilities:

• Provide an exceptional customer and member experience via live chat, email, and phone when necessary 

• Analyze and understand clients and their issue, answering all product inquiries and questions to provide efficient and effective troubleshooting solutions. 

• Work within a queue-support model with specific daily targets on the number of contacts completed

• Develop and maintain an exceptional understanding of the LinkedIn Business Solutions products/features through ongoing training while being keenly aware of industry trends 

• Analyze and understand client and member needs, answering all product inquiries and questions

• Establish effective working relationships with managers 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

• Understand, embody and execute LinkedIn’s culture and core values

• We have a variety of work schedules available, including weekends and evenings.  Training class will be three weeks onsite and in the office. Post training will be onsite in the office a minimum of three days (Tues through Thursday) per week.

Qualifications

Basic Qualifications:

• 2+ years of experience in customer support, account management supporting a product/solution, IT helpdesk, or related field, utilizing multiple communication channels 

Preferred Qualifications:

• Experience in account management, recruiting, or customer support related role

• Possess the organizational agility needed to flex between multiple programs and systems

• 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 communication skills

Suggested Skills:

• Communication 

• Organization 

• Troubleshooting 

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $42,000 to $60,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.   

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.