LINQ

Client Services Specialist II

LINQ

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $20 - $22 per hour

Job Level

Junior

About the role

  • 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

Requirements

  • Minimum 1 year of prior call center experience
  • High school diploma, GED or equivalent
  • Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
  • Dedicated private work location without significant background disruptions
  • Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook)
  • Excellent verbal and written communication skills with a focus on active listening
  • Strong interpersonal skills, with the ability to build rapport and trust with clients
  • Problem-solving mindset and the capacity to handle challenging situations with diplomacy
  • Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously
  • Customer-centric attitude with a genuine passion for providing top-notch service
  • Ability to work a flexible work schedule