Ed Tech companies you'll love to work for


Technical Support Specialist, Remote



IT, Customer Service
Wilmington, NC, USA
Posted on Thursday, April 6, 2023
We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.
Unless specifically stated in the job description below, this is a remote opportunity. Candidates may reside in one of the 40 contiguous US states where LINQ is authorized for employment.
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence.
Responsible for phone and email support for the web-based products including LINQ ERP and Alio. Evaluates user needs, works with staff to determine solutions, assists customers in implementing those solutions, and performs software training sessions.
•Provide quality, advanced application support with a high degree of customer service, technical expertise and timeliness
•Provide quick, accurate response to customer support calls
•Providing direct support services to customers and our business partners, participate in regional and national conferences, certification training, webinars and phone consulting.
•Work independently under minimal supervision.
•Assist customers with system setup requirements, paying close attention to state and federal reporting needs.
•Perform content review of user guide documentation.
•Acting as a liaison, including working with other departments or vendors to solve technical issues as needed.
•Acquiring and maintaining expert knowledge of the LINQ ERP and Alio products and the K-12 school business environment.
•Perform other duties and responsibilities as assigned by the management team.
•Assisting with training of new personnel who join the division or partner organizations.
•Answering customer support calls and emails in timely manner.
•Accurately track all client contact, research, responses with detailed case notes in call tracking system.
•Testing reported software issues for duplication.
•Troubleshooting reported issues and enhancement requests and provide feedback to development regarding bugs and enhancements.
•Work directly with business partners and clients to resolve client specific issues.
•Work closely with fellow product team members.
•Check email at least twice daily and respond to all messages.
•Strong communication and interpersonal skills
•Superior listening skills
•Superior customer service skills
•Strong problem-solving skills and aptitude for learning quickly
•Must be detail-oriented and able to multitask
•Working knowledge of JIRA and Salesforce a plus
•Working knowledge of SQL language and AP Business Objects a plus.
•Intermediate capabilities with Microsoft Office products including Word, Excel, PowerPoint, Project, and Outlook.
•Familiar with Mac runtime environment.
•Positive, enthusiastic team player who enjoys managing and supporting technical professionals
•Able to work autonomously or as part of a team.
•Comfortable interacting with people at all levels within an organization
•Excellent preparation and presentation skills for both written and verbal presentations
•Able to deal fairly and consistently with all team members and clients
•Able to provide an example for team members and positively promote LINQ to team members, clients, prospects and the external community
•Ability to employ professionalism at all times
Remote working with a friendly virtual environment
Ability to work in a physical office, if near one of our 4 offices
One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)
Company Bonus Plan or Target Sales Commission Plan
Flexible Open Paid Time Off Plan
10 paid holidays
16 hours of paid volunteer time
Blue Cross Blue Shield benefit network (medical/dental/vision)
Low-deductible PPO option or HDHP option with employer contributed HSA
Dental with child orthodontia
100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
Health and wellness benefits including gym and Headspace reimbursement
Professional development opportunities
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.