Helpdesk Associate

Do you want to be a key player at a fast-growing company? If you’re looking for an opportunity to challenge yourself, Linxup is the right place for you.

Linxup (formerly Agilis Systems) helps service companies, transportation organizations, and other fleet-based businesses track and protect the vehicles and equipment on which they rely. Using our software-as-a-service (SaaS) platform, customers can unlock a range of offerings : from simple track and trace features, to all the tools they need to improve fleet management, increase mobile worker productivity, protect drivers through coaching, and reduce operating costs. Our consumer-focused product—MOTO safety—gives new and aging drivers the freedom to be on the road, while providing their families peace of mind about their driving abilities and safe locations. Headquartered in St. Louis, MO, Linxup has offices and employees across the country, and enjoys status as a multi-year member of the St. Louis Business Journal’s Best Places to Work. As Agilis Systems, we have been named to the Inc. 5000 Most Successful Companies in America list four years in a row. Our people are the reason for our success. Our teams are empowered to cultivate greatness and are supported by Linxup to be intuitive, creative, and determined in all they do. Come join us.

ABOUT THE POSITION

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.

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 - Saturday as assigned.  If the Associate is assigned a Saturday shift, they will have a scheduled drop day between Tuesday - 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.

ESSENTIAL FUNCTIONS – RESPONSIBILITIES :

• Communicate effectively with customers via phone, chat, and email
• Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
• Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
• Confirm customer understanding of the solution and provide additional customer education to prevent call backs on the same issue
• De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provide superior technical support on all Linxup branded products and build successful long-term relationships with both internal and external customers
• Save customers that are looking to end their relationship with Linxup
• Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer
• Other duties as assigned

QUALIFICATIONS

WORK ENVIRONMENT

COMPENSATION AND BENEFITS

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