Helpdesk Associate

The Helpdesk Associate at Linxup delivers Tier 1 helpdesk support to small and midsize business customers, acting as a customer-facing point of contact for the company. In this role, you will troubleshoot Linxup devices, work to resolve issues quickly, document customer interactions for business use, and help protect long-term customer relationships through education and de-escalation.

What you’ll do

• Communicate with customers via phone, chat, and email, answering inbound inquiries including calls, chats, emails, and cases
• Greet every contact warmly and courteously to support customer satisfaction
• Clarify customer requirements by probing for and confirming understanding of the problem, then provide first-contact resolutions
• Confirm the customer understands the solution and provide additional education to help prevent call backs on the same issue
• De-escalate calls using active listening and positive positioning to support a positive outcome for both the customer and the company
• Provide superior technical support on Linxup branded products while building long-term relationships with internal and external customers
• Work to save customers who are considering ending their relationship with Linxup
• Find opportunities to increase revenue by educating customers on new or existing products Linxup offers
• Document all interactions for business use
• Perform other duties as assigned

What you’ll bring

• 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/or experience triaging technical issues
• Ability to learn fast in a non-traditional training environment
• Strong organization and attention to detail
• Strong work ethic with the ability to adapt quickly and think conceptually
• Positive attitude, with the ability to flex your approach to meet individual customer needs while maintaining a positive business relationship
• Ability to type well and at a fast pace
• Flexibility on schedules

Tools and technologies

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

Work setup and schedule

• Remote flexibility is available, and remote work may be required due to business needs
• Scheduled hours are Monday through Friday
• Must have a private workspace at home to ensure productivity and customer information security
• Must maintain an internet connection that supports productivity, including requirements related to VoIP phone systems, internal systems, and video conferencing

Benefits

• Base salary
• Medical, dental, vision, life, and 401(k) benefits
• Paid Time Off (PTO)

This specialized form of helpdesk support uses both service and technical skills to focus on what is best for the customer. You will be responsible for ensuring customers remain loyal to the brand by delivering Tier 1 troubleshooting and guidance across Linxup devices while minimizing gaps in coverage.