Customer Support Associate
3 weeks ago
Location: This role will be based remotely in EMEA and Americas regionsWhat your day will look likeYour day to day duties will include:Work from your remote home office and provide technical support for employees.Provide technical onboarding support for new employees.Provide technical and infrastructure support during international events.Be available to take ownership of new cases via telephone, email, and webAct as an internal customer advocate keeping them updated in a timely mannerEnsure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitmentsContribute your findings to a common knowledge base and keep it up to dateDraft and distribute technical notices for internal and external communication.Prioritise your work in order to accomplish the most important and urgent tasks firstKeep on learning as our products and services grow and evolveMaintain regular communication and information exchange with the rest of the team, locally and remotelyIdentify and suggest any opportunities to provide a better serviceWhat we are looking for in youBachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.Experience in a Linux based environment gained through university subjects or work experienceLinux knowledge including the installation, troubleshooting and basic configuration of recent Ubuntu Desktop releasesBasic desktop Linux usage (desktop tools for editing files, browsing the Web, managing Internet connectivity, setup of printers/services/packages/external storage devices/etc. utilising command line tools for exploring and manipulating the file system)Basic troubleshooting (collecting logs, basic fine-tuning by editing configuration files)Familiarity with safely installing, uninstalling, reinstalling, and repartitioning machines running Ubuntu Linux and recovering broken installationsUnderstanding of Gmail, Google Calendar, Google Applications, and Single Sign-On.Ability to learn quickly, thrive on change, and handle the pressure of a customer facing jobWritten and verbal English communication skillsWillingness to travel up to 4 times a year for internal eventsAdditional Skills That You Might Also BringSome knowledge of programming (bash, python, Perl, Ruby, Javascript, C or C++, Go)Customer support experience is a plusWhat we offer youYour base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilisation. Our compensation philosophy is to ensure equity right across our global workforce.In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.Fully remote working environment - we've been working remotely since 2004Personal learning and development budget of 2,000USD per annumAnnual compensation reviewRecognition rewardsAnnual holiday leaveParental LeaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleagues at 'sprints'Priority Pass for travel and travel upgrades for long haul company events#J-18808-Ljbffr
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