LinkedIn Customer Support Consultant : LinkedIn Marketing Solutions in Bangalore, India
LMS Support Consultant - Chinese Language
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.
Passionate about delivering an awesome customer experience? Want to be a part of one of a company that strives to align your passions and purpose with our mission? Join LinkedIn to change the way the world works!
We are looking for an LinkedIn Support Consultant to join our team in delivering an excellent experience for our members and enterprise customers. 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.
This role can be supporting any of our lines of business: LinkedIn Talent Solutions, LinkedIn Learning Solutions, LinkedIn Sales Solutions, LinkedIn Marketing Solutions, and Member Success.
Provide an 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
Serve as the single point of resolution for the customer and assist with product information and site navigation.
Provide feedback to management regarding necessary changes and updates (including upgrades, functionality and customer care issues)
Accurately record customer trends using internal tools
Develop and maintain an exceptional understanding of the LinkedIn Business 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
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 via system tools
Ensure that all issues are escalated appropriately to the correct internal departments and management
Understand, embody and execute LinkedIn’s culture and core values
Flexibility and adaptability to work with different channels such as Email, Chat and Forums with flexible shift timings
2+ years of experience in customer service or account management supporting a product/solution utilizing multiple communication channels (email, chat and phone)
1+ years of experience in one or more of the following areas;- Customer Support, Marketing or Advertising
A. or B.S. degree in a related field
Fluency in both verbal and written in English and Chinese
Experience working in a contact center or queue based environment
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 the Internet, including the ability to explain Internet functionality to customers via telephone, email and chat
Experience in technical and product support/troubleshooting
Experience analyzing data, trends and client information to identify product or service growth opportunities
Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Ability to multi-task using different media
Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
Experience delivering complex messages to difficult customers that address their company’s need for additional information or modified actions
Experience using the Internet, social media and mobile platforms/applications with the ability to explain Internet functionality to customers
Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel) and CRM tools
Strong working knowledge of PC-based Internet and software applications
Excellent communication skills with the ability to communicate effectively via telephone and email
Ability to make discretionary decisions based on research and multitask using different media
The ability to work cross-functionally, independently and as part of a team with a certain degree of creativity and latitude
Proficiency in SharePoint, CRM’s and Office tools
Enthusiasm for work, and for the product, the technology, and the tools.
A team player who can develop strong relationships within the team and partner with the team
Enjoys working within teams (both local and global) but can also work independently.
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