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Manager Client Support - LINQ ERP NC



Customer Service
Wilmington, NC, USA
Posted on Friday, May 26, 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.
· Drive Client Satisfaction with LINQ
· NPS above 40
· CSATScore Average: 9.00
· Answer all inquiries within 4 business hours of receipt.
· First Contact Resolution: 85%
· This position is responsible for the support of multiple ERP product solutions for EMS LINQ and reports to the Director Client Support.
· Ensure client success using software products through all available support channels.
· Provide support that meets service level agreement.
· Responsible for ensuring Client Care team has all necessary information, tools, training, and skills needed to successfully execute team goals and responsibilities.
· Professional, courteous, and respectful interactions with clients and team members – a core value.
· Responsible for assisting in the success of strategic projects to best meet and predict client needs.
· Assist in organization and management of solution roll outs for system issues.
· Provide the support team guidance on level 1 and level 2 product issues and how to manage client expectations.
· Assist in organization and management of system updates.
· Oversee and provide best practices for product support.
· Communicate strategic product or client goals internally.
· Create and submit weekly reports on team productivity in the format requested by the VP of Client Support.
· Execute call backs for any CSAT surveys that are less than satisfactory and document for Account Manager.
· Assist in ensuring clients are properly educated about existing and new functionality.
· Manage a team of employees, team goal attainment, coaching and training opportunities, unlimited PTO management against business needs- including any on-going personnel issues.
· Queue management for all ERP products.
· Be alert for issues so they can be resolved.
· Ensure proper documentation of enhancement requests and software defects via cases for Escalations Team
· Maintain and increase comprehensive working knowledge of the product line and support resolutions.
· Contribute to and assist team in contributing to knowledge-based articles (internal and client facing).
· Could be required to travel onsite for client training.
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.