Position Title Customer Support Specialist

Location Virtual

Reports to Director Product Delivery

Compensation A competitive compensation package will include a competitive base salary and stellar 401K and health benefits. Access to our entire course and certification catalogs.

Position Charter The Customer Support Specialist is a full-time position in the Training and Certification department responsible for responding and resolving customer inquiries, submitted primarily through an online ticketing system.

The successful candidate must be willing to work within the following hours:
11:00am-07:00pm (GMT) / 06:00am-03:00pm (EST), and will participate in a weekend on-call roster, shared on a rotating basis with other team members.

The successful candidate must be willing to shift schedules as needed, to deal with the practical challenges presented by working with colleagues across global time zones. This would be a requirement for the first 3-6 months of the hiring date, to accommodate on-the-job training.

The Linux Foundation is a 100% remote (work from home) organization.

Responsibilities Include:

• Assisting with purchases, refunds or payment issues

• Answering questions about Linux Foundation Training & Certification products including Terms & Conditions, Exam Rules and Policies.

• Providing information on the Exam registration, scheduling and administration process.

• Providing post-exam support to candidates who encounter issues while taking their exam.

• Assisting candidates who report issues accessing training or certification products in their LMS.

• Assisting with requests related to their Digital Badge and Certification record.

• Escalating more complex support issues to Senior team members.

• Diagnosing and troubleshooting customer issues directly or acting as a liaison to the technical support teams (internal to LF or external partners).

• Develop an understanding of our systems integration and workflows, and be able to work quickly between multiple systems (e.g Thought Industries LMS, Stripe, CRM).

Competencies:

• Be able to work independently as well as in a team.

• Always keeps an eye on the overall mission and goals of the Foundation.

• Be positive, proactive, and readily embrace change.

• Understand the customer’s requirements and respond with a solution in a timely manner.

• Be able to quickly learn new technologies and tools in a self-directed manner, as needed for the job

• Be self motivated and productive in a virtual workplace.

• Have excellent problem-solving skills, creativity, and attention to detail

• Be effective in oral and written communication.

• Be comfortable with email and Slack as primary forms of communication.

• Be proficient on computers and be a quick learner on web-based programs.

• Take ownership of work, sweat the details and take pride in producing high-quality work

• Be able to juggle constantly-changing tasks and details without dropping the ball

• Be able to interface professionally with a variety of internal colleagues, teams and external customers.

Skills and Qualifications

• Bachelor's degree; or equivalent combination of education and experience.

• 2+ years of customer support and operations experience.

• Proficiency in business technologies including Google Apps and Atlassian Tools, such as JIRA Service Desk and Confluence

Salary $22,000 - 23,000 USD