Support Consultant

Linked In is the world's largest professional network, built to create economic opportunity for every member of the global workforce.

This role will be based in Omaha, NE.

This role will work one of the following shifts, based on business need:

• Monday‑Friday: 10:30 am‑7 pm CST
• Tuesday‑Saturday: 8 am‑5 pm CST

At Linked In, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a Linked In office, depending on what’s best for you and when it is important for your team to be together.

Premium Support Consultant 2 focuses on delivering an excellent experience for our members by ensuring the protection of their data and education on how to best leverage Linked In in alignment with our User Agreement. Responsibilities include receiving, investigating, and resolving member inquiries; identifying and deterring fraudulent activity; addressing Terms of Service violations; and managing proactive/reactive inquiries efficiently to quickly recover trust with members.

• Follow standard practices to ensure deliverables are met per business targets.
• Leverage product knowledge to engage customers with value‑added activities such as follow‑ups and webinars to ensure understanding and common use of their products.
• Begin to provide direction on basic product functionality to increase product adoption and feature enablement.
• Document all communication with cross‑functional teams, customers, members, and accounts accurately and in a timely manner via system tools.

• Work within the queue and communicate with customers to better understand routine and non‑routine questions, priorities, and determine how to resolve requests.
• Provide support to customers, troubleshooting, and leverage product, technical, and/or process knowledge to solve issues and prevent churn, escalating to the appropriate team when necessary.

• Use basic understanding to apply defined solutions that improve efficiency of support resolutions and processes.
• Contribute to established practices, assist with pilots, and support team adoption of enhancements to improve processes.

• Review processes to improve value to customers, beginning to recommend improvements.
• Collaborate with immediate team members and cross‑functional partners to support consistency and learn to identify process gaps.
• Build knowledge of products, processes, and tools.
• Follow directions to leverage automation and artificial intelligence (AI) to improve the customer experience.

• Help maintain working relationships with managers, peers, and cross‑functional partners and implement information on process, policy, and product changes that will impact customers.
• Begin to proactively communicate with stakeholders (e.g., customers, Sales partners, cross‑functional partners) throughout the process, providing updates on request progress and new product launches with guidance.

• 2+ years of experience in customer support, customer service, product support, billing support, advertising, account management, or related field.
• OR High School Diploma, General Educational Development (GED), or equivalent AND 1+ years of experience in customer support, customer service, product support, billing support, advertising, account management, or related field.

• Experience with the Internet, including the ability to explain Internet functionality to customers via telephone, email, and chat.
• Direct work experience in dealing with difficult customers; breaking down complex messages and addressing needs that are unique to different customers.
• Experience in technical and product support/troubleshooting.
• Experience in analyzing data, discovering trends, and client information to identify product or service growth opportunities.
• Expert knowledge of Microsoft Office and related O365 products.
• Oral and written communication skills.
• Experience with collaboration and cross‑functional partnerships, with the ability to interact with all levels of the organization.