LINQ provides managed mobility services for enterprises, helping organizations manage mobile devices and the services around them. Its platform brings together mobile device management, device lifecycle support, billing, and customer care. LINQ’s account specialists work with customers on tailored mobility solutions, with a focus on responsive, personal service.
Remote Weekend Client Services Specialist
Provide remote support to corporate mobile device clients by phone, chat, and email. Handle tickets, activations, orders, migrations, and account issues for LINQ’s managed mobility services.
Description
- Assist clients by email, chat, and phone with questions, status updates, device activations and orders, and account suspensions or cancellations.
- Use online systems and support tools to manage and resolve tickets.
- Resolve assigned tickets promptly and accurately.
- Set ticket priorities according to urgency and severity.
- Work with colleagues and refer suitable tickets to advanced agents.
- Meet or exceed ticket volume, response time, and other role KPIs.
- Process bulk action requests for clients.
- Stay up to date on procedures and processes across vendor platforms.
- Monitor team messaging channels and help respond as needed.
- Complete technical and mobile device management (MDM) training.
- Guide clients through phone migrations.
- Help manage escalated cases when appropriate.
- Provide after-hours coverage for on-call holidays as needed.
Requirements
- At least one year of call center experience.
- High school diploma, GED, or equivalent.
- Reliable, private, secure remote internet meeting minimum speeds of 20 Mbps download and 10 Mbps upload.
- A dedicated private workspace without significant background disruptions.
- Basic computer skills, including Microsoft Word, Excel, and Outlook.
- Excellent spoken and written communication, with strong active listening skills.
- Strong interpersonal skills and the ability to build rapport and trust with clients.
- A problem-solving approach and the ability to handle difficult situations diplomatically.
- Strong attention to detail and organizational skills, including the ability to manage several client interactions at once.
- A customer-focused attitude and commitment to high-quality service.
- Availability to work a flexible schedule.
- CRM software experience preferred.
- Two years of customer service experience preferred.
- One year of experience with mobile or technical products preferred.
- Salesforce experience preferred.
- Knowledge of cellular services and markets preferred.
- Basic familiarity with mobile device setup, use, and backup features preferred.
- Must be eligible to work in the United States; New York and California are excluded.
Benefits
- Additional $2 per hour shift differential.
- Eligibility for pre-approved overtime.
- Performance-based incentives.
- Fully remote work arrangement.
- Technical and MDM training provided by LINQ.