As a Technical Consultant within the Integrations Technical Solutions organization, you'll play a pivotal role in providing comprehensive technical support across LinkedIn's Enterprise product suite. Operating through various communication channels such as Chat, Email, and Phone, your primary focus will be on delivering exceptional support experiences for customers and partners. This role offers a hybrid work model, allowing flexibility between remote work and office-based collaboration.
Key Responsibilities
- Collaborate with internal sales partners and customer success managers to implement and troubleshoot customized Integrations solutions for clients.
- Serve as a subject matter expert (SME) and primary technical contact for customer cases, liaising with engineering, product operations, and business development teams as needed.
- Prioritize, escalate, report, and track incidents and bugs within job wrapping and LinkedIn talent solutions integrations.
- De-escalate customer situations with sound technical knowledge and exceptional customer service etiquette.
- Identify opportunities to enhance Tier 1 support capabilities through training and tool development.
- Drive improvements in support processes, systems, and technologies to increase productivity and business process excellence.
- Collaborate cross-functionally to build new processes, automation, and communication channels.
- Maintain a focus on key performance indicators such as SLA adherence, Time To Resolve, and Customer Satisfaction targets.
Qualifications
Basic Qualifications
- 2+ years of experience in Technical Support or Technical Account Management, utilizing multiple communication channels.
- Proficiency in at least one scripting/querying or programming language (e.g., SQL, HTML, Java, Python).
- Familiarity with web protocols and developer tools.
Preferred Qualifications
- Bachelor's degree in Computer Science, Computer Engineering, or related technical field.
- Exceptional oral and written communication skills, with the ability to convey complex subjects effectively.
- Experience in interacting with diverse technical and non-technical groups in an Enterprise environment.
- Comfortable working with ambiguity and driving clarity in a dynamic environment.
- Proficiency in SQL, HTML, JavaScript/JSON, Postman, Python, and UNIX commands.
- Familiarity with issue management and CRM systems such as JIRA, Bugzilla, Salesforce, Dynamics, or ZenDesk.
- Strong results orientation and experience utilizing data to identify trends and drive performance.
Additional Information
- LinkedIn is an equal employment opportunity employer committed to providing opportunities to individuals with disabilities. For more information, please refer to our equal opportunity policy.
- For transparency regarding personal data handling of employees and job applicants, please refer to our Global Data Privacy Notice.
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