Penbrothers · 3 weeks ago
Technical Support Specialist (Linux)
United States
Full-time
Remote
Mid Level
4+ years expPenbrothers is an HR & remote talent management partner, and they are seeking a highly motivated Technical Support Specialist to join their team. The role involves providing technical support to customers, troubleshooting issues, and collaborating with various teams to enhance customer satisfaction and optimize service processes.
Outsourcing/Offshoring
No H1B
Responsibilities
Provide prompt and effective technical support to customers, assisting with troubleshooting and resolving issues related to our products and services
Ensure that customer inquiries and concerns are addressed promptly and in accordance with our service level agreements (SLAs)
Document customer issues comprehensively in our ticketing system for tracking purposes and to identify opportunities for improvement
Monitor and analyze service metrics, thresholds, and key performance indicators to optimize our ticket resolution process
Implement and adhere to Technical Support processes, policies, and tools documentation, contributing to their continuous improvement
Collaborate closely with our customer success, product, and engineering teams to provide comprehensive solutions to customer needs
Qualification
Required
Bachelor's or Master's degree in a relevant field such as Information Technology or similar; 4+ years of relevant experience in or a related field
Experience resolving L1 to L2 tickets
Intermediate to strong experience with Linux and the ability to troubleshoot issues within this environment is a must
Proven ability to create clear, concise and technically accurate reports, documentations and knowledge base articles
Customer-focused and results-driven, with a passion for troubleshooting and finding efficient solutions to technical challenges
Excellent verbal and written communication skills in English, enabling effective customer engagement and communication within the team
Fast Learner, ability to learn quickly, adapt to new technologies, and work in a dynamic and fast-paced environment
Collaborative mindset and willingness to work closely with team members to achieve shared goals
Can work independently with minimal supervision
Willingness to work in a shifting schedule
Preferred
Experience with ticketing tool Jira Service Management is a nice to have
Some level of network knowledge would be a plus
Benefits
Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Company
Penbrothers
We are Penbrothers, your remote HR partner! We work with startups and SMEs worldwide, helping them build and scale their teams with talent in the Philippines at a fraction of the cost.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase