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

• 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 ideal candidate will:

• Live in, or be willing to work within the EST or CST timezone.

• 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.

• 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