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Support Specialist (Sunday - Thursday)

The schedule for this position will be Sunday through Thursday, 2:00 PM €“ 11:00 PM PT.
At LinkedIn Learning Solutions, Lynda.com, the Support Specialist is responsible for providing high quality telephone, email, and chat support to our members. This position must respond to advanced inquiries regarding the Learning Solutions products and services. The Support Specialist provides customer service in accordance with company policies and philosophies.
About LinkedIn
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world's workforce in ways no other company can. We're much more than a digital resume €“ we transform lives through innovative products and technology.
Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.
Responsibilities:
Respond to service requests and customer inquiries via telephone, email and chat
Serve as the single point of resolution for the customer
Assist customers with product information and site navigation; Ensure that new customers are familiar with Lynda.com and LinkedIn Learning features and benefits that will impact their ability to manage their training
Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues
Accurately record customer trends using internal tools
Perform related duties as assigned
Basic qualifications:
2+ years of customer service experience conducted via email and/or phone
High school diploma
Preferred qualifications:
Excellent verbal and written communication skills
Experience working in a call center
Extremely comfortable with technology
Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer
Experience using ticketing systems
Strong proficiency with the internet, including the ability to explain Internet functionality to customers via telephone and email
Experience using Microsoft office products including: Excel, Word, Outlook, and PowerPoint
Ability to multi-task using different media
Strong working knowledge of PC based Internet and software applications
Results-oriented to meet and exceed assigned customer satisfaction goals
Truly understand customer needs and serve as an advocate for the customer's interests within the lynda.com organization
Team player with demonstrated ability to execute across a cross-functional team
Superior time management and organizational skills
Ability and desire to work in an entrepreneurial, informal environment
Flexible and able to shift needs with the demands of the business

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