As a Linux Administrator, you will play a crucial role in providing exceptional customer support while leveraging your technical expertise to troubleshoot and resolve a variety of issues. Your responsibilities will encompass handling customer inquiries, managing technical issues, and ensuring smooth operation of various systems and applications.
Key Responsibilities
Customer Support Excellence
- Demonstrate excellent communication skills and empathy when handling irate customers.
- Provide remote support for troubleshooting issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
- Answer incoming calls and respond to customer emails promptly and professionally.
- Manage and resolve customer complaints effectively.
- Offer detailed product and service information to customers.
Technical Troubleshooting
- Utilize technical knowledge to troubleshoot and resolve base operating system issues.
- Research and identify solutions for customer issues using available resources.
- Escalate complex issues to supervisors or appropriate technical teams as needed.
- Document all call and support information according to standard operating procedures (SOPs).
Process Improvement
- Recognize, document, and report trends in customer calls to the management team.
- Create and update SOPs for new issues and resolutions.
- Complete call logs and generate reports to track performance and resolution efficiency.
Qualifications:
Technical Skills
- Proficiency in troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
- Strong understanding of base operating systems and eagerness to learn new technologies.
- Experience with Linux systems administration is highly desirable.
Customer Service Skills
- Excellent communication skills with the ability to empathize and pacify irate customers.
- Proven ability to manage and resolve customer complaints effectively.
- Experience in documenting and reporting customer interactions and issues.
Additional Skills
- Ability to research and offer solutions using available resources.
- Capability to route calls and tickets to appropriate resources and domains.
- Experience in creating and updating SOPs.
If you are passionate about combining technical expertise with exceptional customer support skills and are eager to contribute to a dynamic team, we invite you to apply for this role.