Customer Support Technician

Saved job description

About System76

System76 is the leading provider of Pop! & Ubuntu laptops, desktops, and servers. System76 offers health benefits, paid vacation, matching 401k, sabbatical and an awesome work environment where smart people are free to create.

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 a Pop!_OS user that’s passionate about 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, call control techniques and proven technical troubleshooting procedures

Create an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the customer experience

Retain existing customers through the use of proactive consulting techniques enabling customers to perceive value in the service while building confidence in System76

Resolve customer questions and concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value

Resolve problems on the first contact, with minimum supervision, and consistently improving personal technical knowledge and understanding

Manipulate systems to resolve customer inquiries and reproduce customer's technical issues

Stay abreast of ongoing technological and product lineup changes as well as business strategy

Adhere to company standards, policies and procedures

Maintain a consistently positive attitude and support System76's effort in being the best computer company bar none

Log all interactions in detail 

Customer follow-up via phone, email, and social media forums

Assist with Service and Sales queues as needed

Perform other duties as assigned

Required skills and experience:

You use Pop!_OS as your primary operating system

Strong familiarity with Pop!_OS, Ubuntu and Linux

Participant in the open source community (forums, LoCo, mailing lists)

A strong desire to help users who are brand new to Linux and Open Source

Technical troubleshooting experience

Proven ability in solving problems with hardware and software across desktops, laptops and servers

Excellent written and verbal communication skills

Highly organized and detail oriented. Punctual.

Ability to multi-task and prioritize objectives

Ability to type at least 30WPM

Desirable skills and experience:  

Technical degree/s and/or certification/s

High level of proficiency with computer hardware, desktops, laptops, servers

Professional customer service experience