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Customer Support Technician

Company: System76
Location: Denver
Posted on: July 13, 2019

Job Description:

Position: Customer Support Technician Location: Denver, COHours: Full Time Job Summary System76 is the leading provider of Pop!_OS laptops, desktops, and servers. System76 focuses on quality products, excellent service, excellent support, and a commitment to open source technology. We work in a high energy environment encouraging a fluid exchange of ideas while creating the ultimate Pop!_OS experience for our customers. System76 Support Technicians are integral to shaping the quality of System76 products while ensuring industry leading customer satisfaction. You're responsible for troubleshooting and resolving technical help questions. You have a knack for communicating clear solutions to technical problems and you take pride in successful outcomes. You feel a strong sense of urgency to quickly resolve customer needs. You are detail oriented and you follow every issue through to its completion. If you see anything dropped you go out of your way to pick it up. The ideal candidate is passionate about Pop!_OS and Open Source Software. You want to see Pop!_OS in everyone's hands and you want to help make that happen. You understand that a customer's experience with a company is just as important as the product the company ships. You want to be a part of building the next generation computer company. Key responsibilities Handle inbound technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting proceduresCreate an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the customer experienceRetain existing customers through the use of proactive consulting techniques enabling customers to perceive value in the service while building confidence in System76Resolve customer questions and concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding valueResolve problems on the first call, with minimum supervision, and consistently improving personal technical knowledge and understandingManipulate systems to resolve customer inquiries and reproduce customer's technical issuesStay abreast of ongoing technological and product lineup changes as well as business strategyAdhere to company standards, policies and proceduresMaintain a consistently positive attitude and support System76's effort in being the best computer company bar noneLog all interactions in detailCustomer follow-up via phone, email, and social media forumsAssist with Service and Sales queues as neededPerform other duties as assigned Required skills and experience Expert level of technical proficiency with Pop!_OS, Ubuntu and Open Source SoftwareHigh level of technical proficiency with other prominent Linux distributionsHigh level of technical proficiency with other operating systems such as Windows and AppleProfessional technical troubleshooting experienceProven ability in solving problems with hardware and software across desktops, laptops and serversHigh level of proficiency with computer hardwareExcellent written and verbal communication skillsHighly organized and detail oriented. Punctual.Ability to multi-task and prioritize objectivesAbility to type at least 30WPM Desirable skills and experience You use Linux as your primary operating systemStrong familiarity with Pop!_OS and UbuntuParticipant in the open source community (forums, LoCo, mailing lists)A strong desire to help users who are brand new to Ubuntu and Open SourceTechnical degree/s and/or certification/s About System76 System76 was established in 2005. We are located in Denver, Colorado. System76 offers medical, dental and vision benefits, paid vacation, matching 401k, life insurance, sabbatical program and an awesome work environment where smart people are free to create. To be considered for this position, send your resume and references to Only candidates considered for the position will be contacted.--

Keywords: System76, Denver , Customer Support Technician, Professions , Denver, Colorado

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