Position at LinkedIn
Technical Escalation Specialist
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.
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As a Technical Support Specialist you will provide Tier 2 support for LinkedIn’s products, putting our members first to deliver the best support experience possible. Technical Support Specialists review escalations from the Tier 1 support team, leveraging advanced troubleshooting skills and deep product knowledge to resolve member issues as quickly as possible. When necessary, you will work closely with the Tier 3 support team to escalate production bugs to Engineering, providing all of the information and data needed to quickly analyze and triage issues. You are also responsible for identifying opportunities to improve the knowledge and training of Tier 1 representatives, as well as processes and tool improvements to further empower support teams to resolve member issues as efficiently and effectively as possible. You will also have the opportunity to work closely with the Engineering and Product teams, to not only improve upon your technical and product knowledge, but also to participate in helping to improve the quality of LinkedIn's products. You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and capable of diving deep and learning quickly to master a wide array of products.
Evaluate, troubleshoot, and resolve member escalations from Tier 1
When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support
Review, investigate, and resolve technical member cases within the target SLAs
Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure
Develop deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues
Learn and leverage advanced troubleshooting tools
Identify opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible
Participate in regular meetings and calls with Tier 1 and Tier 3 support to ensure support teams are in sync and resolving issues in the most effective manner
Occasionally collaborate with members and customers on complex issues requiring direct communication to resolve
BA/BS degree (in Computer Science, Computer Engineering or related technical field)
2 years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
Experience with HTML and XML
Experience with UNIX commands
Experience with mobile platforms (iOS, Android)
Experience troubleshooting technical issues using browser-based developer tools
Experience with web tracking and analytics technology including cookies, tracking pixels, ad tags, container tags, and analytics programs such as Google Analytics
Familiarity with Unix and cURL
Practical knowledge with a scripting language
Experience using SQL to query data needed to troubleshoot cases
Strong results-orientation and direct experience in utilizing data to identify critical trends
Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
Familiarity with issue management systems such as JIRA and Bugzilla
Familiarity with CRM systems such as Salesforce and RightNow
Strong customer communication skills with the ability to handle and resolve customer conflicts using various modes of communication
Able to interact with diverse groups of technical and non-technical people
Excellent oral and written communication skills and able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
Website : https://www.linkedin.com
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