Company Description
LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
Job Description
At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of them.
LinkedIn’s Global Support team is looking for a Sales Solutions Support Consultant to provide customer support to our Sales Navigator customers. Sales Navigator is LinkedIn’s Sales Solutions flagship product that connects the world’s buyers and sellers to build strong relationships.
This Consultant will be responsible for answering incoming support tickets from LinkedIn’s Sales Solutions online and offline customers. They will leverage their communication skills to deliver a superior support experience that will delight our customers, educate them on product functionality and anticipate their next questions where applicable. The medium of communication with customers will be via email, chat or phone following LinkedIn’s best practices and Voice of Customer guidelines.
Responsibilities:
- Provide support to LinkedIn’s Sales Solutions customers. Be a customer evangelist.
- Research, respond to and resolve service requests and customer inquiries via phone, email, and chat support.
- Analyze and understand the business of our clients, answering all their product inquiries and questions.
- Meet customer satisfaction targets.
- Follow best practices and LinkedIn’s Voice of Customer guidelines.
- Anticipate customer’s next questions where applicable.
- Work within a queue-support model with specific daily targets on the number of customer contacts completed.
- Document all communication with users and accounts accurately and in a timely manner via our support tools.
- Ensure that all issues are escalated as needed to appropriate internal departments and management.
- Establish effective working relationships with co-workers, managers and product leads within the organization to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.
Qualifications
Basic Qualifications:
- 2+ years of experience in customer support or account management
- Fluent in German
Preferred Qualifications:
- Experience with the Internet, including the ability to explain Internet functionality to customers via telephone, email, and chat.
- Direct work experience in dealing with difficult customers; breaking down complex messages and addressing needs that are unique to different customers.
- Experience in technical and product support/troubleshooting.
- Experience in analyzing data, discovering trends and client information to identify product or service growth opportunities.
- Expert knowledge of Microsoft Office and related O365 products.
- Excellent oral and written communication skills.
- Adept at collaboration and cross-functional partnerships, with the ability to interact with all levels of the organization.
- Suggested Skills
- Organisation
- Attention to detail
- Project Management
Additional Information
Global Data Privacy Notice for Job Candidates
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.