Strategic 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

This role is based in Dublin

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.

Our Mission here in Strategic & Dedicated Support is to deliver exceptional customer experience as an engagement champion and relationship advocate to our customers. Strategic support was created for clients to have a more dedicated post-sale technical support. This includes a service that extends beyond fixing an issue, while keeping in mind the big picture of LinkedIn and the client's goals. Our true north star is to Empower, Educate & Resolve.

Responsibilities:

• Provide dedicated support to LinkedIn Talent Solutions clients
• Support clients through a multichannel queue-driven operating model, with flexibility to manage a book of accounts when required, while maintaining strong performance against daily client satisfaction and responsiveness targets.
• Excellent time management and prioritisation skills
• Partner cross-functionally with Sales, Customer Success, and other key stakeholders to build a deep understanding of customers' needs, challenges, and priorities within the context of their accounts, market and segment
• Analyse and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions
• Attend meetings with admins and license holders to answer inquiries, provide technical assistance and best practices regarding license functionality
• Establish effective working relationships with managers, cross-team members, 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

• Fluency in English
• 2+ years of experience in the LTS Support Space

• Fluency in any other EU language
• Strong knowledge in more than one specialization like Provisioning, Job Wrapping, Company page, LTI and Learning
• Experience in a client-facing role
• 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)
• Excellent communication skills

• Communication
• Client facing
• Time management
• Prioritisation
• Critical thinking