Global 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

Location: Bangalore

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. 

As a Global Support Consultant, you will be responsible for communicating directly with customers and stakeholders to provide support and resolve routine issues. You will engage members/customers through value-added activities, recommend process improvements, and assist in the adoption of new enhancements. You are expected to embody our culture and values as guiding principles in everything you do. The position involves a non-traditional schedule from Wednesday through Sunday, ensuring consistent support during weekend periods. Applicants must be prepared to fulfill shift requirements that include standard weekend availability.

Note: The position involves a non-traditional schedule from Wednesday through Sunday, ensuring consistent support during weekend periods. Applicants must be prepared to fulfill shift requirements that include standard weekend availability.

Key Responsibilities

Customer Engagement and Case Management

• Manage support queues to communicate with customers, understanding both routine and non-routine questions and priorities to resolve requests.
• Provide technical and process troubleshooting to solve issues and prevent churn, escalating to appropriate teams when necessary.
• Follow standard practices to ensure all deliverables meet business targets.
• Leverage product knowledge to proactively engage customers with follow-ups and webinars to ensure product adoption.
• Accurately document all communications with cross-functional teams and customers via system tools in a timely manner.

Innovation and Improvement

• Review current processes and recommend improvements to deliver increased value to customers.
• Collaborate with team members and cross-functional partners to identify process gaps and ensure consistency.
• Actively build knowledge of products, processes, and tools, while leveraging AI and automation to improve the customer experience.

Stakeholder Management and Strategy

• Maintain working relationships with managers, peers, and cross-functional partners to ensure a smooth flow of information regarding product changes.
• Communicate updates on request progress and new product launches to stakeholders such as Sales and cross-functional partners.
• Apply defined solutions to help improve the efficiency of support resolutions and contribute to established practices during pilot initiatives.

Qualifications

Basic Qualifications

• Bachelors degree with minimum 2+ years of experience in Product, SaaS support, or related field 

Preferred Qualification

• Intermediate Proficiency: Active Listening, Communication, Customer Advocacy, Decision Making, Problem Solving, and Troubleshooting.
• Beginner Proficiency: AI Fluency, Change Management, Cross-Team Collaboration, Relationship Management, and Knowledge of LinkedIn Products.

Suggested Skills

• SaaS Support
• Customer Relationship Management
• Case Management
• Product Adoption
• Customer Success

Additional Information

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.