Customer Support Specialist

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 k12 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 were the guides to help administrators and educators navigate their daily challenges.    

Responsibilities: 

This position primarily is responsible for responding to customer requests in ticketing systems as part of the State Nutrition Support Team. Requests may range from general support inquiries to sales proposals and defects. The ideal candidate must exude a calm, confident, positive, and professional demeanor at all times. The Application Support Representative will have a strong sense of empathy for clients and operate with the highest integrity and level of professionalism.  

 

What You Will Be Doing: 

• Respond to customer requests in ticketing systems 

• Focus to ensure critical and high priority tickets are addressed and resolved quickly and efficiently 

• Maintain ticket queues in an effective and timely manner for both internal and external customers, and adhere to SLAs when applicable 

• Understand and proceed consistently with the appropriate engagement method when addressing customer issues. Determine and select the appropriate tool(s) ranging from written notes in tickets, email exchanges, virtual sessions (recordings) and direct phone contact 

• Coordinates escalations and more complex, time sensitive issues with empathy and urgency 

• Escalates issues to appropriate support levels, ensuring the needed documentation is accurate and in place at the time of escalation 

• Collaborate with all departments to resolve issues/errors and provide resolutions to outstanding issues in a timely manner, escalating to management when applicable 

• Develop and maintai