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Helpdesk Associate
<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><b><strong style="color:black;background-color:white;white-space:pre-wrap;">ABOUT THE POSITION</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><span style="white-space:pre-wrap;">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. The Helpdesk Associate serves as the face of the company and are responsible for ensuring the customer remains loyal to our brand. The Helpdesk Associate will provide Tier 1 support to our small and midsize business customers by answering general inquiries with a focus on troubleshooting all Linxup devices to ensure minimal gaps in coverage. These inbound inquiries can be in the form of telephone calls, chats, emails, or cases. All interactions should be documented for business use. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><span style="white-space:pre-wrap;">This position has the flexibility to work remotely and may be required to do so due to business needs. Scheduled hours for this role are Monday - Friday. . The Helpdesk Associate is required to have a private workspace in their home to ensure productivity and customer information is secure. They will also be responsible for maintaining their internet connection at a level that does not impact their productivity. This includes but is not limited to: Voice over IP (VoIP) phone systems, internal systems, and video conferencing</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:11pt;white-space:pre-wrap;">ESSENTIAL FUNCTIONS – RESPONSIBILITIES:</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;"> Communicate effectively with customers via phone, chat, and email </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Confirm customer understanding of the solution and provide additional customer education to prevent call backs on the same issue </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Provide superior technical support on all Linxup branded products and build successful long-term relationships with both internal and external customers </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Save customers that are looking to end their relationship with Linxup </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Other duties as assigned</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><b><strong style="white-space:pre-wrap;">QUALIFICATIONS</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">1+ years of experience in a helpdesk contact center or support role</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Technical troubleshooting experience in GPS or comparable industry preferred </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Sales or cross-selling experience </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Salesforce knowledge </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Retention experience</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Excellent written and verbal communication skills required</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Exceptional customer service skills</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;"> Strong technical aptitude and/or background in triaging technical issues</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Ability to learn fast in a non-traditional training environment </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Organized with proficient attention to detail </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Positive attitude with an ability to flex their approach to meet the individual needs of the customer while still maintaining a positive business relationship </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Ability to type well and at a fast pace </span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Flexibility on schedules</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><b><strong style="white-space:pre-wrap;">WORK ENVIRONMENT</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Monday through Friday</span></li><li style="color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Contact center</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Fast-paced environment with opportunities for growth and reward</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:justify;"><span style="white-space:pre-wrap;">Company promotes work/life balance to achieve maximum performance professionally and personally</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:justify;"=""><b><strong style="white-space:pre-wrap;">COMPENSATION AND BENEFITS</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:black;background-color:white;white-space:pre-wrap;">We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:black;white-space:pre-wrap;">Position offers a Base Salary</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:black;white-space:pre-wrap;">Medical, Dental, Vision, Life and 401(k) benefits are offered</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">20 Flex Days (PTO)</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>