Technical Support Specialist

About LINQ

LINQ is a rapidly growing software company dedicated to empowering K-12 school district teams by providing innovative cloud-based solutions to streamline school operations. Our integrated platform combines finance, HR, nutrition management, and payments to reduce administrative burdens and return resources to classrooms. Trusted by 30% of U.S. school districts, our technology facilitates over one billion meals served annually to 17 million students, processes payroll for 364,000 educators and staff, and connects with millions of families via the free LINQ Connect app.

Our Values

• Operate with integrity and transparency to build trust internally and externally.
• Deliver excellence by exceeding client expectations through clear and timely communication.
• Embrace challenges as opportunities for continuous learning and innovation.
• Collaborate as one unified team, leveraging diverse skills and perspectives to achieve excellence.

About the Customer Experience Team

This department is central to supporting K-12 schools and districts by providing attentive guidance through onboarding, training, and troubleshooting to help administrators and educators address their daily challenges effectively.

Role Overview

The Technical Support Specialist will provide expert assistance and professional customer service for the full Alio/LINQ ERP software suite. Reporting to the Manager of Client Support, this role involves helping school district personnel, school staff, and student parents navigate technical issues. A background in K-12 education and familiarity with accounting principles is advantageous. Collaboration across teams ensures a seamless customer experience in resolving issues.

Key Responsibilities

• Deliver outstanding customer service by building positive relationships and maintaining professionalism in all interactions.
• Act as a consultant to troubleshoot and resolve issues related to Alio/LINQ ERP software through calls, emails, and chat.
• Document customer concerns and support activities using Salesforce comprehensively.
• Create and update training materials for both customers and internal teams.
• Record software enhancement requests and defect reports for the development team.
• Continuously update knowledge of all product lines through available training resources.

Candidate Profile

• Possess discretion and independent judgment in handling sensitive information.
• Strong verbal and written communication skills.
• Highly organized with meticulous attention to detail.
• Proficient in computer use including Microsoft Office Suite.
• Experience in software or technical support environments, preferably SaaS.
• Friendly, professional attitude with demonstrated teamwork capabilities.
• A passion for problem-solving and customer service, maintaining patience and emotional intelligence under stress.
• Dependable and able to meet schedules and deadlines.
• Bachelor’s degree or equivalent relevant experience.

Technical Tools

• Salesforce CRM
• Microsoft Office Suite
• Zoom video conferencing

Travel Requirements

Minimal travel primarily during peak periods; valid driver’s license is required.

Compensation and Benefits

Salary range: $58,000 to $60,000 annually plus a 4% bonus. Additional benefits include:

• Remote work flexibility across eligible states or hybrid option near Austin.
• 401(k) plan with 4% employer match on total earnings.
• Performance bonuses and sales commissions.
• Flexible paid time off policy and ten paid holidays.
• Paid parental leave.
• 16 paid volunteer hours annually.
• Robust medical, dental (including pediatric orthodontics), and vision plans with employer contributions.
• Employer-covered short- and long-term disability, life and AD&D insurance.
• Gym reimbursements and additional savings programs, including pet insurance.
• Employee referral bonus program.

Diversity, Equity, and Inclusion

LINQ is an equal opportunity employer and federal contractor that evaluates candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, veteran status, or any other protected characteristic. Accommodation requests for individuals with disabilities are welcomed and handled via a designated HR contact.