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As a Global Support Consultant, you will be responsible for communicating directly with customers and stakeholders to provide support and resolve routine issues. You will engage members/customers through value-added activities, recommend process improvements, and assist in the adoption of new enhancements. You are expected to embody our culture and values as guiding principles in everything you do. The position involves a non-traditional schedule from Wednesday through Sunday, ensuring consistent support during weekend periods. Applicants must be prepared to fulfill shift requirements that include standard weekend availability.

Key Responsibilities

• Manage support queues to communicate with customers, understanding both routine and non-routine questions and priorities to resolve requests.
• Provide technical and process troubleshooting to solve issues and prevent churn, escalating to appropriate teams when necessary.
• Follow standard practices to ensure all deliverables meet business targets.
• Leverage product knowledge to proactively engage customers with follow-ups and webinars to ensure product adoption.
• Accurately document all communications with cross-functional teams and customers via system tools in a timely manner.
• Review current processes and recommend improvements to deliver increased value to customers.
• Collaborate with team members and cross-functional partners to identify process gaps and ensure consistency.
• Actively build knowledge of products, processes, and tools, while leveraging AI and automation to improve the customer experience.
• Maintain working relationships with managers, peers, and cross-functional partners to ensure a smooth flow of information regarding product changes.
• Communicate updates on request progress and new product launches to stakeholders such as Sales and cross-functional partners.
• Apply defined solutions to help improve the efficiency of support resolutions and contribute to established practices during pilot initiatives.

Qualifications

• Bachelors degree with minimum 2+ years of experience in Product, SaaS support, or related field

Preferred Qualification

• Intermediate Proficiency: Active Listening, Communication, Customer Advocacy, Decision Making, Problem Solving, and Troubleshooting.
• Beginner Proficiency: AI Fluency, Change Management, Cross-Team Collaboration, Relationship Management, and Knowledge of LinkedIn Products.

Suggested Skills

• SaaS Support
• Customer Relationship Management
• Case Management
• Product Adoption
• Customer Success