About this role
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 the team.
We are looking for a LinkedIn Support Consultant to join our team in delivering an excellent experience for our members and enterprise customers to support our Talent Solutions line of business - including Hiring and Learning Support. In this role, you will be the customer and member’s main point of contact for LinkedIn product information and support. You will be responsible for effectively resolving and escalating issues, ensuring customers and members are utilizing our solutions and tools to meet their needs, as well as suggesting key ways to add value to their overall experience.
Responsibilities:
Provide exceptional customer and member experience via phone, email, and live chat
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 Talent Solutions products through ongoing training while being keenly aware of industry trends
Analyze and understand client and member needs, answering all product inquiries and questions
Lead issue investigations with a consulting mindset by providing timely resolution and adding value to customer interactions by advising and educating customers and members
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 in a variety of systems and tools
Ensure that all issues are escalated appropriately to the correct internal departments and management
Collaborate with cross-functional teams efficiently to deliver members-first solutions
Understand, embody and execute LinkedIn’s culture and core values
Basic Qualifications
2+ year of experience in customer service or account management supporting a product/solution using multiple communication channels (email, chat, phone)
Native or business fluency in both verbal and written Japanese and English languages to manage inquiries from Japanese-speaking and English-speaking customers
Preferred Qualifications
Experience working in a customer support role, contact center or queue-based environment
Excellent verbal and written communication skills
Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer
Strong proficiency with digital and online tools, including the ability to explain digital product functionality to customers via telephone, email and chat
Experience in technical and product support/troubleshooting
Ability to multi-task using different media
Well-versed in cross-functional collaboration, with the ability to interact with all levels of the organization
Proficiency in MS Office (Outlook, Word, PowerPoint and Excel)
Suggested Skills:
Customer Service
Communication
Problem-solving
Time Management
Global Data Privacy Notice and Compliance Posters for Job Candidates
Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.