Helpdesk Associate

Linxup•Chesterfield, MO

3h•Hybrid

About The Position

This role is a specialized form of helpdesk support in which service and technical skills are used to focus on what is best for the customer. A Helpdesk Associate 1 (HA1) serves as the face of the company and is responsible for ensuring the customer remains loyal to our brand. The HA1 will provide Tier 1 support to our MOTO consumer customers and our linxup small business customers by answering general inquiries with a focus on account questions which could be billing related or education of the system, activating devices to ensure successful set up, and customer cancellations. These inbound inquiries are primarily in the form of telephone calls, but can also be emails, or cases. All interactions should be documented for business use. This position has the flexibility to work remotely two days a week and may be required to do so due to business needs or depending on your location compared to a Linxup office. Scheduled hours for this role are Monday - Friday as assigned. The HA1 is required to have a private workspace in their home to ensure productivity and customer information is secure. The HA1 will also be responsible for maintaining their internet connection at a level that does not impact their productivity. This includes but is not limited to: Voice over IP (VoIP) phone systems, internal systems, and video conferencing.

Requirements

Excellent written and verbal communication skills required
Exceptional customer service skills
Strong technical aptitude and/or background in triaging technical issues
Ability to learn fast in a non-traditional training environment
Organized with proficient attention to detail
Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
Ability to type well and at a fast pace
Flexibility on schedules

Responsibilities

Communicate effectively with customers via phone, and email
Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
Confirm customer understanding of the solution and provide additional customer education to prevent call backs on the same issue
De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
Provide superior technical support on all products and build successful long-term relationships with both internal and external customers
Save customers that are looking to end their relationship with MOTO and Linxup
Other duties as assigned