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LLS Support Specialist

at LinkedIn Corporation

Posted: 9/25/2019
Job Reference #: o1M6afwN
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Job Description

Position description

At LinkedIn Learning Solutions, the LLS Support Specialist is responsible for providing high quality telephone, email, and chat support to our members. This position must respond to advanced inquiries regarding the Learning Solutions products and services. The LLS Support Specialist provides customer service in accordance with company policies and philosophies.

Responsibilities:

  • Respond to service requests and customer inquiries via telephone, email and chat
  • Serve as the single point of resolution for the customer
  • Assist customers with product information and site navigation; Ensure that new customers are familiar with learning product features and benefits that will impact their ability to manage their training
  • Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues
  • Accurately record customer trends using internal tools
  • Perform related duties as assigned

Basic qualifications:

  • 2+ years of customer communication experience in both phone and email support
  • High school diploma

Preferred qualifications:

  • Excellent verbal and written communication skills
  • Experience working in a contact center
  • Extremely comfortable with technology
  • Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer
  • Experience using ticketing systems
  • Strong proficiency with the internet, including the ability to explain Internet functionality to customers via telephone and email
  • Experience using Microsoft office products including: Excel, Word, Outlook, and PowerPoint
  • Ability to multi-task using different media