Jobs and Careers
LI
Manager, Customer Support - LINQ ERP
LINQWilmington, United StatesRemotefull_timeVerifiedPosted 11 Jul 2024
About the role
Who We Are: We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence. LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential.
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.
This position is 100% Remote, but Candidates must reside in the state of North Carolina
GOALS:· Drive Client Satisfaction with LINQ· NPS above 40· CSATScore Average: 9.00· Answer all inquiries within 4 business hours of receipt.· First Contact Resolution: 85%
About The Role:· This position is responsible for the support of multiple ERP product solutions for EMS LINQ and reports to the Director Client Support.· Ensure client success using software products through all available support channels. · Provide support that meets service level agreement. What You'll Be Doing:· Responsible for ensuring Client Care team has all necessary information, tools, training, and skills needed to successfully execute team goals and responsibilities.· Professional, courteous, and respectful interactions with clients and team members – a core value.· Responsible for assisting in the success of strategic projects to best meet and predict client needs. · Assist in organization and management of solution roll outs for system issues.· Provide the support team guidance on level 1 and level 2 product issues and how to manage client expectations. · Assist in organization and management of system updates.· Oversee and provide best practices for product support. · Communicate strategic product or client goals internally.· Create and submit weekly reports on team productivity in the format requested by the VP of Client Support.· Execute call backs for any CSAT surveys that are less than satisfactory and document for Account Manager.· Assist in ensuring clients are properly educated about existing and new functionality.· Manage a team of employees, team goal atta
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence. LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential.
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.
This position is 100% Remote, but Candidates must reside in the state of North Carolina
GOALS:· Drive Client Satisfaction with LINQ· NPS above 40· CSATScore Average: 9.00· Answer all inquiries within 4 business hours of receipt.· First Contact Resolution: 85%
About The Role:· This position is responsible for the support of multiple ERP product solutions for EMS LINQ and reports to the Director Client Support.· Ensure client success using software products through all available support channels. · Provide support that meets service level agreement. What You'll Be Doing:· Responsible for ensuring Client Care team has all necessary information, tools, training, and skills needed to successfully execute team goals and responsibilities.· Professional, courteous, and respectful interactions with clients and team members – a core value.· Responsible for assisting in the success of strategic projects to best meet and predict client needs. · Assist in organization and management of solution roll outs for system issues.· Provide the support team guidance on level 1 and level 2 product issues and how to manage client expectations. · Assist in organization and management of system updates.· Oversee and provide best practices for product support. · Communicate strategic product or client goals internally.· Create and submit weekly reports on team productivity in the format requested by the VP of Client Support.· Execute call backs for any CSAT surveys that are less than satisfactory and document for Account Manager.· Assist in ensuring clients are properly educated about existing and new functionality.· Manage a team of employees, team goal atta
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s