Helpdesk Associate

About the Helpdesk Associate Position

Are you passionate about providing exceptional customer service and possess a knack for troubleshooting technical issues? Do you thrive in a fast-paced environment where you can make a real difference? If so, we encourage you to apply for our Helpdesk Associate position!

Become the Voice of Our Brand

As a Helpdesk Associate, you’ll be the friendly face and helpful voice of our company, directly impacting customer loyalty and satisfaction. You’ll be providing Tier 1 support to our valued small and midsize business customers, primarily focusing on troubleshooting our Linxup devices to ensure seamless service.

Your day-to-day will involve:

• Answering customer inquiries via phone, chat, email, and cases.
• Providing clear, concise, and helpful solutions to technical issues.
• Building rapport with customers and proactively identifying opportunities to enhance their experience.
• Documenting all interactions accurately for business use.

Key Responsibilities

• Communicating Effectively: Master the art of communicating with customers across various channels (phone, chat, email).
• Exceptional Customer Service: Greet customers warmly and provide solutions that exceeds their expectations.
• Problem Solving: Clarify customer needs, effectively troubleshoot issues, and provide first-contact resolutions whenever possible.
• Customer Education: Ensure customers understand the solutions provided and equip them with the knowledge to prevent future issues.
• De-escalation Master: Employ active listening and positive communication to resolve challenging situations.
• Technical Expertise: Provide top-notch technical support for all Linxup products, cultivating strong relationships with internal and external stakeholders.
• Customer Retention: Go the extra mile to retain customers considering ending their Linxup service.
• Revenue Generation: Identify opportunities to increase revenue by educating customers on new and existing product offerings.
• Other duties as assigned to support the team and the business.

Qualifications We’re Looking For

We are looking for individuals with:

• Excellent written and verbal communication skills.
• Proven track record of exceptional customer service.
• Strong technical aptitude and/or experience in troubleshooting technical problems.
• Ability to quickly learn and adapt in a dynamic training environment.
• Exceptional organizational skills and attention to detail.
• A strong work ethic, and an ability to adapt to changes and think critically.
• A positive attitude and ability to tailor your approach to meet the unique needs of each customer.
• Proficient typing skills.
• Flexibility to work a schedule that includes some Saturdays (with a weekday off).

Work Environment and Remote Work Requirements

This position offers the flexibility to work remotely! You’ll need a dedicated, private workspace in your home to ensure productivity and the security of customer information. A reliable internet connection is also essential to support VoIP phone systems, internal systems, and video conferencing.

Our schedule is Monday-Saturday, but if assigned a Saturday shift, you’ll receive a scheduled day off between Tuesday-Friday. We believe in work/life balance to achieve maximum professional and personal performance.

Compensation and Benefits

We believe in rewarding hard work and dedication. We offer a competitive compensation and benefits package, including:

• Competitive hourly pay with monthly bonus potential.
• Generous paid time off (20 Flex Days).