LINQ

Client Services Representative

• Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns.
• Use multiple online systems and support tools to effectively resolve tickets.
• Resolve assigned tickets accurately and in a timely manner.
• Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.
• Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience.
• Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times
• Complete client bulk action requests as they come in or when they are assigned out by a manager or lead.
• Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms.
• Monitor and assist in team messaging platforms to assist fellow agents with inquiries.
• Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ.
• Have knowledge of and assist clients with phone migrations.
• Support as appropriate with escalated cases
• Staff after hour support for on-call Holidays as needed.

Client Services Specialist II – Overnight Shift