Pod Support Associate/Representative, Sales Technology

 Title:      Pod Support Associate/Representative, Sales Technology 

Duration:  6 months

Location:  SF or Sunnyvale  (remote to start)

Summary: 

Pod Support Associate/Representative, Sales Technology, Sales Productivity Operations  
 
Everyday millions of people use LinkedIn to make connections, discover opportunities and gain insights. We transform lives through innovative products and technology, and our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works. 
  
Role Overview 
Our Sales Productivity Operations (SP Ops) team's mission is to drive global sales performance by scaling sales technology, analytics and processes. We work together to help reps sell easier, and smarter, at scale by delivering solutions that help to unlock their full potential. 
 
We are looking for a Pod Support Associate to join our Sales Productivity team and help us scale within the Sales organization, allowing Sales to focus on selling, while we create efficiencies, increase profitability, and enforce stronger controls.
 

Responsibilities: 

• Understand end-to-end processes across the sales cycle and have detailed understanding of roles and responsibilities of cross-functional support teams, resulting in accelerated resolution of issues  
• Take ownership and program manage issue resolution across all back-office teams, performing initial triage of issue identified by Sales and managing issue until it is fully resolved  
• Assess recurring issues to identify opportunities for improving the overall process efficiency
• Perform other ad-hoc analysis as assigned
• Follow internal escalation paths across multiples tiers of scaled support
• Assist with defining and implementing escalation processes for sales rep inquiries to the customer support representatives
• Managing daily support, ensuring each sales rep is provided a response within 24 hours.
• Remain up to date on key workflow changes, operational guidelines, and policy updates.
• Ability to research past tickets and document new approvers/workflows as they change
• Ability to document worked cases for future reference and share the information with teammates
• Work in a dynamic environment and adapt to new business processes on a week-to-week basis 
• Flexibility to transition into different support roles within the team based on the needs of the business is required
• Demonstrate the ability to go “above and beyond” in the support of our Sales teams and customers 

Basic Qualifications:

• Bachelor’s degree 

• 1+ years of experience; preferably in Sales/Customer Support

Preferred Qualifications: 

• Comfortable with change and an ability to thrive in a fast-moving environment 
• Excellent interpersonal and communication skills 
• Ability to learn quickly in a dynamic and collaborative environment 
• Strong business acumen, organizational, time management skills and attention to detail
• A strong commitment to working in a team and being professional
• Proficient with Google and Microsoft Office products 
• Experience with CRM and OTC is a plus 
• Ability to process a high volume of transactions with accuracy and integrity