The Linux Foundation is the organization of choice for the world’s top developers and companies to build ecosystems that accelerate open technology development and commercial adoption. Together with the worldwide open source community, it is solving the hardest technology problems by creating the largest shared technology investment in history.

Today, the Linux Foundation has over 2,000 corporate members from over 41 countries, including every single one the Fortune 100. The Linux Foundation has proudly created over $54B in shared technology value since inception. We’re growing at a phenomenal rate and we’re looking for top marketer’s to join our growing team.

The Customer Support Specialist (CSS) will respond to customer inquiries submitted primarily through an online ticketing system, and other channels such as email, phone or social media. 
This position will be responsible for resolving  customer support tickets and escalating more complex ones as needed. 

By possessing an excellent technical familiarity with the ins and outs of software and our specific product workflow,the CSS will diagnose and troubleshoot customer issues directly or act as a liaison to the technical support teams. 

This position will participate in a weekend on-call roster, shared on a rotating basis with other team members. This CSS will also complete miscellaneous work requests to support the Training & Certification operations.

Customer Support Specialist responsibilities include:

• Providing information on Training and Certification products offered by The Linux Foundation

• Assisting with purchases, refunds or payment issues

• Answering questions about Linux Foundation Training & Certification Terms, Conditions and Policies 

• Answering questions about Exam rules and policies

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

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

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

• Providing support for candidates who request information on or challenge their final score

• Assisting with requests to change Digital Badge and Certification information

The ideal candidate will:

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

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

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

• Be self motivated and productive in a virtual workplace.

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

• 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. 

• Be effective in oral and written communication

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

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

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

• Be positive, proactive, and readily embrace change

• Live in, or be willing to work on, a timezone within the APAC Region

• 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.

• 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

The Linux Foundation is an all-remote-work organization that hires world-class talent. We are as passionate about providing a flexible and supportive work culture as we are about open-source software. Collaboration is in our DNA, and we pride ourselves on being able to work closely together while not being tied to an office. We offer exceptional benefits - e.g., top-of-the-line healthcare, unlimited PTO, Flex Fridays, and a 100% 401k match (up to the IRS-defined limit per year).

The Linux Foundation is an Equal Opportunity Employer. We value diversity and encourage anyone interested to apply! All your information will be kept confidential according to EEO guidelines.