Customer Support Technician

Customer Support TechnicianLocation: Denver, COAbout 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 thats 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 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 contact, 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 detail Customer follow-up via phone, email, and social media forumsAssist with Service and Sales queues as neededPerform other duties as assignedRequired skills and experience: Professional customer service experienceTechnical troubleshooting experienceProven ability in solving problems with hardware and software across desktops, laptops and serversExcellent written and verbal communication skillsHighly organized and detail oriented. Punctual.Ability to multi-task and prioritize objectivesAbility to type at least 30WPMDesirable skills and experience: You use Pop!_OS 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/sHigh level of proficiency with computer hardware, desktops, laptops, servers recblid 4lfnl2oux156pyltpdixmtrow27gqn