Premium Support Consultant 2 (2 openings)

LinkedIn•Omaha, NE

2d•Hybrid

About The Position

This role will be based in Omaha, NE. This role will work one of the following shifts, based on business need: Monday-Friday: 10:30am-7pm CST Tuesday-Saturday: 8am - 5pm CST At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together. As a Premium Support Consultant 2, you will focus on delivering an excellent experience for our members by ensuring the protection of their data and education on how to best leverage LinkedIn in alignment with our User Agreement. You will be responsible for receiving, investigating, and resolving member inquiries, identifying and deterring fraudulent activity, and addressing Terms of Service violations. You will manage proactive/reactive inquiries efficiently in order to quickly recover trust with members, ultimately removing friction and enabling our members to continue pursuing economic opportunities. You will work directly with our members to resolve their issues. The need to balance thoroughness with efficiency for our members is a huge part of the excitement of this role. At LinkedIn we look for the most passionate and dedicated professionals to carry out our mission. This role requires you to collaborate as a team to restore trust, take extreme ownership in your work and our members' inquiries, and provide world class customer service.

Requirements

2+ years of experience in customer support, customer service, product support, billing support, advertising, account management, or related field OR High School Diploma, General Educational Development (GED), or equivalent AND 1+ years of experience in customer support, customer service, product support, billing support, advertising, account management, or related field.
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.
Oral and written communication skills.
Experience with collaboration and cross-functional partnerships, with the ability to interact with all levels of the organization.

Responsibilities

Follows standard practices to ensure deliverables are met as per business targets.
Leverages product knowledge to engage customers with value-added activities (e.g., follow-ups, webinars) to ensure understanding and common use of their products.
Begins to provide direction on basic product functionality to increase product adoption and feature enablement.
Documents all communication with cross-functional teams, customers, members, and accounts accurately and in a timely manner via system tools.
Works within the queue and communicates with customers to better understand routine and non-routine questions, priorities, and determine how to resolve requests.
Provides support to customers, troubleshooting, and leveraging product, technical, and/or process knowledge to solve issues and prevent churn, escalating to the appropriate team when necessary.
Uses basic understanding to apply defined solutions that improve efficiency of support resolutions and processes.
Contributes to established practices, assisting with pilots and supporting team adoption of enhancements to improve processes.
Reviews processes to improve value to customers, beginning to recommend improvements.
Collaborates with immediate team members and cross-functional partners to support consistency and learns to identify process gaps.
Builds knowledge of products, processes, and tools.
Follows directions to leverage automation and artificial intelligence (AI) to improve the customer experience.
Helps maintain working relationships with managers, peers, and cross-functional partners and implements information on process, policy, and product changes that will impact customers.
Begins to proactively communicate with stakeholders (e.g., customers, Sales partners, cross-functional partners) throughout the process, providing updates on request progress and/or new product launches, with guidance.