Helpdesk Associate

Linxup•Chesterfield, MO

66d•Remote

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. The Helpdesk Associate serves as the face of the company and are responsible for ensuring the customer remains loyal to our brand. The Helpdesk Associate will provide Tier 1 support to our small and midsize business customers by answering general inquiries with a focus on troubleshooting all Linxup devices to ensure minimal gaps in coverage. These inbound inquiries can be in the form of telephone calls, chats, emails, or cases. All interactions should be documented for business use. This position has the flexibility to work remotely and may be required to do so due to business needs. Scheduled hours for this role are Monday - Saturday as assigned. If the Associate is assigned a Saturday shift, they will have a scheduled drop day between Tuesday - Friday. The Helpdesk Associate is required to have a private workspace in their home to ensure productivity and customer information is secure. They 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
Positive attitude with an ability to flex their approach to meet the individual needs of the customer while still maintaining a positive business relationship
Ability to type well and at a fast pace
Flexibility on schedules

Responsibilities

Communicate effectively with customers via phone, chat, 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 Linxup branded products and build successful long-term relationships with both internal and external customers
Save customers that are looking to end their relationship with Linxup
Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer
Other duties as assigned