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.
Responsibilities:
This position primarily is responsible for responding to customer requests in ticketing systems as part of the State Nutrition Support Team. Requests may range from general support inquiries to sales proposals and defects. The ideal candidate must exude a calm, confident, positive, and professional demeanor at all times. The Application Support Representative will have a strong sense of empathy for clients and operate with the highest integrity and level of professionalism.
What You Will Be Doing:
- Respond to customer requests in ticketing systems
- Focus to ensure critical and high priority tickets are addressed and resolved quickly and efficiently
- Maintain ticket queues in an effective and timely manner for both internal and external customers, and adhere to SLAs when applicable
- Understand and proceed consistently with the appropriate engagement method when addressing customer issues. Determine and select the appropriate tool(s) ranging from written notes in tickets, email exchanges, virtual sessions (recordings) and direct phone contact
- Coordinates escalations and more complex, time sensitive issues with empathy and urgency
- Escalates issues to appropriate support levels, ensuring the needed documentation is accurate and in place at the time of escalation
- Collaborate with all departments to resolve issues/errors and provide resolutions to outstanding issues in a timely manner, escalating to management when applicable
- Develop and maintain positive working relationships and partner with internal and external customers by providing superior customer service
- Responsible for creating and maintaining process and product documentation as requested by management
- Share knowledge/information and/or in an internal training environment and provide required documentation as needed
- Assist with testing and assist with other system-related tasks as needed
- Mentor new hire support representative as requested
- Other duties/tasks and as requested/assigned
- Contribute to a strong, collaborative, and hard-working culture
Qualifications
- 2 years of experience working directly with external customers supporting software applications.
- Excellent communication (oral, written, presentation), organizational, interpersonal, and consultative skills.
- Strong organizational and planning skills
- Ability to multi-task, work under pressure and to meet tight deadlines
- Experience with standard office software including document editors, spreadsheets, email, web conferencing, instant messaging.
- Strong customer service and support focus with a desire to deliver a high-quality service
- Self-motivated and highly professional with the ability to lead and take ownership and responsibility
- Team player with a positive attitude
- Adaptable and flexible to business demands
- Demonstrated self-starter with sound judgement.
- Experience with ADO, SharePoint, Salesforce, USDA Child Nutrition Programs and/or Education Grant Funding a plus.
- Bachelor's Degree (four-year college or technical school) is a plus.
🌎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!
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.
To learn more about your rights and protections under federal law, please refer to the EEOC Equal Employment Opportunity Poster at the following link:
