LinkedIn Support Consultant (Atlanta, GA)

Company Description

LinkedIn is the world’s largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters.

Job Description

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. 

This role will be based in Atlanta, GA.

We are looking for a 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 two lines of business: LinkedIn Talent Solutions,, LinkedIn Learning Solutions Support. 

Responsibilities:

• We have a variety of work schedules available, including weekends and evenings

• 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

• 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

Qualifications

Basic Qualifications:

• 2 years of experience in customer service or account management supporting a product/solution utilizing multiple communication channels (email, chat and phone)

Preferred Qualifications:

• Experience working in a contact center or queue based environment

• Experience in one or more of the following areas; Marketing, Advertising, Sales and/or Recruiting

• B.A. or B.S. degree in a related field

• 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 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

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Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.  Please reference the following information for more information:  https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance ​

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement ​

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

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: https://legal.linkedin.com/candidate-portal.