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Billing Support Analyst (Italian and French speaking)

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed. 

Join us to transform the way the world works.

Job Description

The LinkedIn Billing Support team is seeking an enthusiastic, team-oriented and experienced Billing Support Analyst that takes each inquiry as an opportunity to provide world-class support to our customers and business partners.  
  
As a Billing Support Analyst, you will engage on a daily basis with talented partners in a fast-paced environment, supporting the order to cash cycle for all of LinkedIn’s corporate business lines. You will be the voice of LinkedIn to our customers and will provide them an exceptional customer experience.  
  
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.   
  
Responsibilities:      

  • Provide billing support to LinkedIn Enterprise customers both internal and external  
  • Work within a queue-support model with specific targets on the number of customer issues resolved   
  • Process invoices and handle customer inquiries regarding credit memos and debit memos in a timely and accurate manner   
  • Document all customer communication interactions via system tools   
  • Ensure that all issues are escalated as needed to the correct internal departments and management   
  • Handle customer inquiries via multiple support channels (Email, phone, chat), demonstrating strong customer focus through effective communication   
  • Collaborate within your regional Billing Support team to leverage the appropriate individuals to resolve cases   
  • Prioritize and manage multiple tasks effectively   
  • Maintain a working knowledge of internal tools, product and processes   
  • Demonstrate strong interpersonal skills, including the ability to communicate effectively verbally and in writing   
  • Perform additional duties as required  

Qualifications

Basic Qualifications:  

  • Fluency in Italian and French   
  • 2+ years of Customer Service or Billing experience in a B2B environment  

Preferred Qualifications:  

  • Fluency in another European language is an advantage  
  • Experience with Oracle and Salesforce / Microsoft Dynamics   
  • Experience working in a B2B environment   
  • Experience working in technology companies   
  • Intermediate knowledge of MS Office (Outlook, Word, PowerPoint and Excel)  

Suggested Skills:   

  • Communication  
  • Time Management   
  • Escalation   
  • Stakeholder Management  

Additional Information

Global Data Privacy Notice for Job Candidates ​

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

Global Data Privacy Notice for Job Candidates ​

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

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Average salary estimate

$50000 / YEARLY (est.)
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$45000K
$55000K

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What You Should Know About Billing Support Analyst (Italian and French speaking), LinkedIn

Join LinkedIn as a Billing Support Analyst, where you'll be at the heart of our commitment to delivering exceptional customer service! Located in the vibrant city of Dublin, Ireland, this role is perfect for someone passionate about providing world-class billing support while utilizing their fluency in Italian and French. As part of the LinkedIn Billing Support team, you'll engage with both internal and external clients, ensuring a smooth order to cash cycle across all corporate business lines. Your day-to-day responsibilities will include processing invoices, handling inquiries regarding credit and debit memos, and documenting interactions in our system tools. This hybrid position allows you the flexibility to work from home or come into the office, fostering collaboration and team spirit. We thrive on effective communication, so your ability to handle inquiries across multiple channels will shine here. If you have a background in customer service or billing within a B2B environment and are skilled in keeping everything organized, we’d love to see you thrive in this fast-paced environment. Your role will also involve collaborating within the Billing Support team and escalating issues when needed, ensuring that every customer gets the best possible experience. So, if you're ready to take your career to the next level while embracing the culture of trust and inclusion at LinkedIn, we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Billing Support Analyst (Italian and French speaking) Role at LinkedIn
What are the key responsibilities of a Billing Support Analyst at LinkedIn?

As a Billing Support Analyst at LinkedIn, your primary responsibilities include providing billing support to Enterprise customers, processing invoices, handling inquiries about credit and debit memos, and documenting customer interactions accurately. You'll engage with customers across various channels like email, phone, and chat, ensuring that every interaction is focused on delivering exceptional service.

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What qualifications do I need to become a Billing Support Analyst at LinkedIn?

To qualify for the Billing Support Analyst position at LinkedIn, you need to be fluent in both Italian and French, along with having over 2 years of experience in Customer Service or Billing in a B2B environment. An additional European language and familiarity with tools like Oracle and Salesforce are preferred, along with intermediate skills in Microsoft Office.

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What skills are necessary for a Billing Support Analyst role at LinkedIn?

Key skills for a Billing Support Analyst at LinkedIn include strong communication, time management, and stakeholder management. You should possess the ability to escalate issues appropriately and manage multiple tasks efficiently while working collaboratively with your team.

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What type of work environment can I expect as a Billing Support Analyst at LinkedIn?

LinkedIn offers a hybrid work environment for its Billing Support Analysts. This means you have the flexibility of working from home or commuting to the office, depending on what works best for you and your team dynamics. The culture is built on trust and support, enhancing productivity and collaboration.

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Is there potential for career growth as a Billing Support Analyst at LinkedIn?

Absolutely! Working as a Billing Support Analyst at LinkedIn opens up various pathways for career development, thanks to the company’s commitment to employee growth and development. Your experience in this role can lead to advanced positions within customer service, account management, or specialized billing roles.

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Common Interview Questions for Billing Support Analyst (Italian and French speaking)
How do you handle difficult customer inquiries as a Billing Support Analyst?

When faced with difficult inquiries, it's important to remain calm and listen actively to the customer's concerns. Acknowledge their feelings and assure them that you are there to help. Utilize your knowledge of LinkedIn’s billing processes to resolve their issues efficiently while keeping clear communication throughout.

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Can you describe your experience with billing software?

Highlight your familiarity with billing software like Oracle, Salesforce, or Microsoft Dynamics. Discuss how you've used these tools to streamline billing processes, manage invoices, and enhance customer interaction, showcasing your proficiency and efficiency in using technology in a B2B environment.

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What strategies do you use for time management in a busy support role?

In a busy support role, I prioritize my tasks by assessing urgency and importance. I utilize tools and techniques like to-do lists and time-blocking to ensure I stay organized. Regularly reviewing and adjusting my priorities helps me remain focused on the most pressing issues while enhancing overall productivity.

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How do you document customer interactions effectively?

I ensure that I document all customer interactions comprehensively using internal systems. I focus on capturing key details such as the nature of the inquiry, the resolution provided, and any follow-up actions required. This helps maintain a clear record for future reference and ensures continuity in customer service.

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What do you understand by the order to cash process?

The order to cash process encompasses the entire cycle of receiving customer orders, fulfilling them, invoicing clients, and ultimately collecting payment. As a Billing Support Analyst, understanding this process is crucial for identifying and addressing any issues that arise during the transaction lifecycle.

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How would you work collaboratively within a billing support team?

Collaboration is essential in a billing support team. I believe in open communication and sharing information proactively. Regularly discussing cases with team members, leveraging each other’s expertise, and being receptive to feedback are strategies I would use to enhance teamwork and efficiency.

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What do you think is the biggest challenge in billing support?

One of the most significant challenges in billing support is managing customer expectations, especially regarding errors or delays. I think it’s vital to communicate transparently and empathetically, ensuring customers feel heard and understood while diligently working toward a resolution.

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Tell us about a time you exceeded a customer's expectations.

Share a specific instance where you went the extra mile for a customer, perhaps by resolving a complex billing issue promptly or providing additional support that wasn’t required. Emphasize the impact your actions had on the customer’s satisfaction and loyalty.

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How do you maintain a productive work-life balance in a hybrid role?

I believe setting clear boundaries and creating a dedicated workspace at home are key to maintaining a productive work-life balance. Scheduling breaks, staying organized with tasks, and prioritizing communication with my team help me separate work from personal time effectively.

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Why do you want to work as a Billing Support Analyst at LinkedIn?

I am excited about the opportunity to work at LinkedIn because of its commitment to innovation and employee development. I'm drawn to the collaborative culture and believe that my skills in customer service and billing would contribute significantly to enhancing the customer experience at LinkedIn.

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Our mission is to create economic opportunity for every member of the global workforce and this vision connects our more than 16,000 employees in dozens of offices across five continents. It inspires us to invest in our talent, support career grow...

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Full-time, hybrid
DATE POSTED
December 12, 2024

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