LTS Support Consultant

Company Description LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed. Join us to transform the way the world works. Job Description 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 LTS 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 Qualifications Basic Qualifications 1+ 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 Native or business fluency in both verbal and written Mandarin (simplified and traditional) is preferred 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 Additional Information Global Data Privacy Notice for Job Candidates Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: #J-18808-Ljbffr