Helpdesk Associate

Benefits and work culture

Based in Chesterfield, Missouri with remote work flexibility, this Helpdesk Associate role supports Tier 1 help for small and mid-sized business customers, handling inquiries via phone, chat, and email on a Monday through Friday schedule. You will troubleshoot Linxup devices and contribute to a collaborative, growth-minded team environment.

• Base Salary with competitive compensation
• Medical, Dental, Vision, Life insurance and a 401(k) plan
• 20 Flex Days (PTO)

Responsibilities

• Communicate effectively with customers via phone, chat, and email
• Greet every contact warmly and courteously to support customer satisfaction
• Clarify requirements, probe for understanding, and provide first contact resolutions
• Confirm customer understanding of solutions and provide additional education to prevent repeat issues
• De-escalate calls through active listening and positive positioning to achieve positive outcomes for customers and the company
• Deliver superior technical support for all Linxup branded products and build lasting relationships with internal and external customers
• Engage with at-risk customers to help retain them
• Identify opportunities to increase account value by educating customers on relevant products
• Other duties as assigned

Requirements

• 1+ years of experience in a helpdesk, contact center, or support role
• Technical troubleshooting experience in GPS or a comparable industry preferred
• Sales or cross-selling experience
• Salesforce knowledge
• Retention experience
• Excellent written and verbal communication skills
• Exceptional customer service skills
• Strong technical aptitude and experience triaging technical issues
• Ability to learn quickly in a non-traditional training environment
• Organized with strong attention to detail
• Strong work ethic, adaptable to change, and able to think conceptually
• Positive attitude with flexibility to meet individual customer needs while maintaining a positive business relationship
• Fast and accurate typing ability
• Flexibility with scheduling

Technologies

• Salesforce
• Voice over IP (VoIP)
• Video conferencing