Bilingual Helpdesk Associate

Overview

About Linxup, Llc. If you are looking for “the right opportunity” with a fast-growing company, with great people, doing great work, look no further. Linxup offers products and solutions that help thousands of field service fleets solve real business problems. Linxup helps businesses get more out of the vehicles, equipment, tools, and workers in the field through its robust, easy to use tracking and dash cam solutions.

Linxup delivers reliability, flexibility, and live, US-based onboarding, support, and coaching to ensure customers get the most out of their investment. Founded in 2004 and based in St. Louis, MO, Linxup serves customers in a wide range of industries, including field service, construction, trucking, transportation, and other enterprises that rely on mobile workers and equipment to get the job done.

This role is a specialized form of helpdesk support in which service and technical skills are used to focus on what is best for the customer. A Helpdesk Associate 1 (HA1) serves as the face of the company and is responsible for ensuring the customer remains loyal to our brand. The HA1 will provide Tier 1 support to our MOTO consumer customers and our Linxup small business customers by answering general inquiries with a focus on account questions which could be billing related or education of the system, activating devices to ensure successful setup, and customer cancellations.

Interactions are primarily inbound via telephone, but may also be via email or cases. All interactions should be documented for business use. This position has the flexibility to work remotely three days a week and may be required to do so due to business needs or depending on location relative to a Linxup office. Scheduled hours are Monday - Friday as assigned.

The HA1 must have a private workspace at home to ensure productivity and customer information is secure, and maintain a stable internet connection for use with VoIP, internal systems, and video conferencing.

• Communicate effectively with customers via phone and email in English and Spanish
• Assist with translation on special projects
• Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
• Clarify customer requirements; probe for and confirm understanding of requirements or problems and provide first contact resolutions
• Confirm customer understanding of the solution and provide additional education to prevent callbacks on the same issue
• De-escalate calls by using active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provide superior technical support on all products and build successful long-term relationships with both internal and external customers
• Save customers who are considering ending their relationship with MOTO and Linxup
• Other duties as assigned

• Excellent written and verbal communication skills required
• Exceptional customer service skills
• Strong technical aptitude and/or background in triaging technical issues
• Ability to learn fast in a non-traditional training environment
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• Ability to type well and at a fast pace
• Flexibility on schedules

• 1+ years of experience in a helpdesk contact center or support role
• Technical troubleshooting experience in GPS or comparable industry preferred
• Sales or cross-selling experience
• Salesforce knowledge
• Net Suite knowledge
• Retention experience

• Contact center
• Fast-paced environment with opportunities for growth and reward
• Company promotes work/life balance to achieve maximum performance professionally and personally

• We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
• Position offers hourly salary and monthly bonus potential
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 20 Flex Days (PTO)