Global Support Consultant

About the Role

Join a leading professional network committed to creating economic opportunities globally. We foster a culture rooted in trust, inclusion, and growth, aiming to transform the way the world works. This role is based in Bangalore and involves a hybrid work setup combining remote and office days as per business needs.

Work Schedule

This position requires working a non-traditional shift from Wednesday through Sunday, with necessary availability over weekends to ensure continuous customer support.

Key Responsibilities

• Manage support queues effectively by interacting with customers to understand and resolve both routine and complex queries.
• Provide technical troubleshooting and process support, escalating issues appropriately to avoid customer churn.
• Ensure all deliverables align with the set business objectives and follow standard operating procedures.
• Utilize product knowledge to proactively engage customers via follow-ups and webinars to encourage product adoption.
• Document all communications accurately and promptly using system tools for stakeholder reference.
• Evaluate existing processes and suggest improvements to enhance customer value.
• Collaborate with team members and cross-functional teams to identify gaps and maintain process consistency.
• Continuously expand expertise in products, processes, and tools, incorporating AI and automation to elevate customer experience.
• Maintain professional relationships with managers, peers, and cross-functional partners to facilitate seamless information flow on product updates.
• Provide progress updates and briefings on new product launches to sales and other stakeholders.
• Implement defined solutions to boost support resolution efficiency and contribute to pilot projects.

Qualifications

• Bachelor’s degree with at least 2 years of experience in product support, SaaS environment, or relevant fields.
• Intermediate skills in active listening, communication, customer advocacy, decision making, problem solving, and troubleshooting.
• Beginner level capabilities in AI fluency, change management, collaboration across teams, relationship building, and familiarity with LinkedIn products.

Additional Information

Our organization is an equal opportunity employer supporting individuals with disabilities. We adhere to inclusive hiring policies and encourage applicants from diverse backgrounds. Compliance information and data privacy notices regarding candidate data handling are accessible internally.