Customer Support Specialist - LINQ Connect

Customer Support Specialist - LINQ Connect

Who We Are : We're a high-growth software company with a big mission : empowering K-12 district teams to do more with less. At LINQ, we get K12. That's why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app.

Our team? They're talented, committed, and fiercely loyal problem-solvers. At LINQ, you'll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we're attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time.

LINQ's Values :

Act with Integrity & Build Trust

Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.

Deliver Excellence

We consistently exceed our clients' expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.

Embrace Challenges

We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.

Collaborate & Act as One Team

Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.

About The Team : LINQ's Customer Experience department is the heart and soul of our commitment to supporting K-12 schools and districts. We're not just here to answer questions, we're here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond we're the guides to help administrators and educators navigate their daily challenges.

About The Role : This position will be responsible for providing technical support to the full product suite for LINQ Nutrition. This position reports to the LINQ Connect Customer Support Manager. This position is a key member of our customer support team providing professional support to LINQ Nutrition customers. The right candidate will have experience in providing software support to school district associates, school staff, and / or student parents. A background in K12 education and / or accounting knowledge would be a plus. You will collaborate throughout our organization to deliver a great customer experience resolving customer issues.

What You'll Be Doing :

• Customer Support : Provide exceptional customer service through building rapport and relationships with our customer base. Always be professional, courteous, and respectful in every interaction.
• Problem Solving : Act as a consultant on all nutrition software products. Effectively troubleshoot and solve issues by utilizing all available tools and resources. This includes taking calls, emails, and chat sessions to ensure we are providing the best solutions to our clients. Document customer issues in Salesforce.
• Training Documents : Contribute to creating training documentation for customers and internal use.
• Product Documentation : Document enhancement requests and software defects for our development team. Create a Salesforce ticket for each customer interaction.
• Self-Development : Maintain and increase comprehensive working knowledge of all LINQ Nutrition product lines through utilizing available training resources.

What We Are Looking For :

Discretion and independent judgement skills required

Excellent verbal and written communication skills

Excellent organizational skills and high attention to detail

Solid background working with computers and Microsoft Product Suites

Software support or technical support experience (SaaS environment)

Friendly and professional demeanor with team experience

Passion for effective problem-solving and / or experience in a customer support / service role

Patience and emotional intelligence in high stress environments

Commitment to adhere to schedules and deadlines

Bachelor's degree or equivalent experience in a related field

What Will Make You Stand Out :

Excellent interpersonal, verbal and written communication skills

Patience and emotional intelligence in high stress environments

A healthy respect for instructions, policies and guidelines

Enjoy working both independently and with a team

Commitment to meet schedules and deadlines

Education : Bachelor's degree in a related field

Experience : 3+ years of customer support experience

The Tech :

Confluence

Salesforce

Microsoft Office

Slack

Zoom

Travel Requirements : Less than 15% travel