Strategic Support Consultant - Japanese speaking

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

We are looking for a Strategic Support Consultant to join our team in delivering an excellent experience for some of our larger enterprise customers. In this role, you will be the customer’s point of contact for LinkedIn product information and support. You will be responsible for effectively resolving and escalating customer issues while also ensuring customers are utilizing our solutions and tools to meet their business objectives.

Responsibilities :  

• Provide dedicated support to LinkedIn Talent Solutions clients  

• Collaborate with Strategic Support Partners to provide the best member experience  

• Work with a small book of accounts and within a queue-support model with specific daily targets on client satisfaction, responding to clients in an effective and efficient manner  

• Analyze and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions  

• Conduct phone calls with admins and license holders to answer inquiries, provide technical assistance and best practices in regard to license functionality  

• Establish effective working relationships with managers, cross-team members and co-workers to ensure excellent information flow and feedback on process, policy, and product changes that will affect users  

• Document all communication with users and accounts accurately and in a timely manner via system tools  

• Ensure that all issues are escalated appropriately to the correct internal departments and management  

Basic Qualifications :  

• 2+ years of experience in one or more of the following areas: customer support, complaint resolution, or sales/ account management supporting a product/solution utilizing multiple communication channels (email, phone, and chat) 
• Fluent in both verbal and written Japanese (Bilingual or Japanese language test N1 level) and English

Preferred Qualifications :  

• Experience working in Internet companies  

• Experience in technical and product support/troubleshooting  

• Experience analyzing data, trends and client information to identify product or service growth opportunities

• Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)  

• Excellent verbal and written communication skills

Suggested Skills: 

• Relationship management skills 
• Time management skills
• Problem solving skills

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