Customer Support Specialist ERP

Job description

**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.

**About The Role:**

This position will be responsible for providing technical support to the full product suite for Alio/LINQ ERP.

This position reports to the Alio/LINQ ERP Manager of Client Support.

This position is a key member of our customer support team providing professional support to Alio/LINQ ERP customers.

The right candidate will have experience in providing software support to school district associates, school staff and/or student parents.

A background in K12 education and/or accounting knowledge would be a plus.

You will collaborate throughout our organization to deliver a great customer experience resolving customer issues.

**What** **You’ll** **Be Doing:**

Customer Support: Provide exceptional customer service through building rapport and relationships with our customer base.

Always be professional, courteous, and respectful in every interaction.

Problem Solving: Act as a consultant on all Alio/LINQ ERP software products.

Effectively troubleshoot and solve issues by utilizing all available tools and resources.

This includes taking calls, emails, and chat sessions to ensure we are providing the best solutions to our clients.

Document customer issues in Salesforce

Training Documents: Contribute to creating training documentation for customers and internal use.

Product Documentation: Document enhancement requests and software defects for our development team.

Create a Salesforce ticket for each customer interaction.

Self-Development: Maintain and increase comprehensive working knowledge of all Alio/LINQ ERP product lines through utilizing available training resources.

**What We Are Looking For:**

+ Discretion and independent judgement skills required

+ Excellent verbal and written communication skills

+ Excellent organizational skills and high attention to detail

+ Solid background working with computers and Microsoft Product Suites

+ Software support or technical support experience (SaaS environment)

+ Friendly and professional demeanor with team experience

+ Passion for effective problem-solving and/or experience in a customer support/service role

+ Patience and emotional intelligence in high stress environments
+ Commitment to adhere to schedules and deadlines
+ Bachelor’s degree or equivalent experience in a related field

**The Tech:**

+ Salesforce

+ Microsoft Suite

+ Zoom

**Travel Requirements:**

+ Limited travel may be necessary in high demand seasons.

Valid Driver’s License required.

**Why You'll Love Working With Us**

**Flex Your Workspace:** Work remote from one of our eligible states across the US, or if you’re near Austin three days in office a week!

**Planning Your Future:** Our 401(k) plan comes with a 4% employer match on _total_ earnings (not _just_ your base salary).

**Performance Pays Off:** Whether it’s a company bonus or target sales commission, your hard work doesn’t go unnoticed.

**Vacation** **_Your_** **Way:** Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.

**Paid Parental Leave:** Take the time you need to welcome your new addition – We’ve got you covered!

**Ten Paid Corporate Holidays:** Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.

❤️ **Giving Back:** Feel good while doing good – 16 paid volunteer hours to support the causes that matter most to you.

#LINQCares

**Benefits That Have Your Back (And Teeth, Too!):** Rock-solid medical, dental and vision coverage.

Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA – with contributions from LINQ.

Dental perks that even cover braces for the kiddos.

**Wellness Perks:** Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance.

Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options.

**Grow With Us:** Invest in yourself with professional development opportunities to keep leveling up your skills.

**Rewards For Referrals:** Got an amazing candidate in your network?

Send them our way and earn a referral bonus when they join the team!

**EOE Statement/Accommodation Notice:**

As a federal contractor and equal employment opportunity employer, LINQ adheres to all applicable laws and regulations regarding employment practices, ensuring that all qualified individuals receive consideration for employment

based on their qualifications.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local law.

To learn more about your rights and protections under federal law, please refer to the EEOC Equal Employment Opportunity Poster at the following link: https://www.eeoc.gov/poster

If you’d like to view a copy of the company’s state or federally required affirmative action plans or policy statement, please email HRHelp@linq.com .

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRHelp@linq.com .

This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process.

Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation.

Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number.
EOE Statement/Accommodation Notice:
LINQ is an Affirmative Action and Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email HRHelp@linq.com.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRHelp@linq.com.

This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process.

Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation.

Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.

Required Skill Profession

Other General