Ubuntu Technical Support Manager
Orotina, Alajuela
Canonical - Jobs
Hoy
Trabajo visto
Descripción Del Trabajo
Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting and training services to customers and partners who are deploying Ubuntu. Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.
Our regional Technical Support Managers run world-class Technical Support teams - solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus - ensuring that customers are always satisfied with the service they are receiving, and technical excellence - ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting.
You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.
**Key responsibilities**
- Management of a professional support team, including skills development and performance management
- Operational control, shift scheduling, accountability for key performance indicators (KPIs)
- Ensures that all customer cases are responded to within the SLA, and in a professional manner
- Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
- Accountability for customer satisfaction
- Contribution to the support knowledge base
- Continuous improvement to the team's processes and support service delivery
- Hire, develop and train support team to match business requirements
- Work with the leadership team to drive growth and transformation initiatives
**Required skills and experience**
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
- Experience or knowledge of OpenStack, Public Cloud or Virtualization technologies.
- Leadership experience, and preferably team management experience
- Confidence under pressure, with proven track record of high customer focus
- Preferably fluent in two languages English being primary
- Excellent communication skills (verbal and written)
**About Canonical**
Canonical is a growing, international software company that works with the open-source community to deliver Ubuntu - the world's #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organisations. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.
**We offer**:
- 100% work-from-home
- Learning and development
- Competitive salary
- Recognition rewards
- Annual leave
- Priority Pass for travel
LI-Remote
Our regional Technical Support Managers run world-class Technical Support teams - solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus - ensuring that customers are always satisfied with the service they are receiving, and technical excellence - ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting.
You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.
**Key responsibilities**
- Management of a professional support team, including skills development and performance management
- Operational control, shift scheduling, accountability for key performance indicators (KPIs)
- Ensures that all customer cases are responded to within the SLA, and in a professional manner
- Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
- Accountability for customer satisfaction
- Contribution to the support knowledge base
- Continuous improvement to the team's processes and support service delivery
- Hire, develop and train support team to match business requirements
- Work with the leadership team to drive growth and transformation initiatives
**Required skills and experience**
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
- Experience or knowledge of OpenStack, Public Cloud or Virtualization technologies.
- Leadership experience, and preferably team management experience
- Confidence under pressure, with proven track record of high customer focus
- Preferably fluent in two languages English being primary
- Excellent communication skills (verbal and written)
**About Canonical**
Canonical is a growing, international software company that works with the open-source community to deliver Ubuntu - the world's #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organisations. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.
**We offer**:
- 100% work-from-home
- Learning and development
- Competitive salary
- Recognition rewards
- Annual leave
- Priority Pass for travel
LI-Remote
Lo sentimos, este trabajo no está disponible en su región
0
Dynamics Technical Support Engineer (Cartago)
Orotina, Alajuela
Tek Experts
Hoy
Trabajo visto
Descripción Del Trabajo
Overview:
We’re seeking a customer-oriented Dynamics Tech Support Engineer to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.
**Driving exceptional outcomes with purpose-built solutions.**
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge - where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
**Responsibilities**:
**This role will**:
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior support engineers as needed or requested by management.
Qualifications:
**In this role**:
- Level of English: 85%
- At least 6 months of experience in Customer and/or tech support within a fast-paced environment.
- Understanding of: Data bases query/SQL,
- Basic Cloud Knowledge (Virtual Machines)
- Network basic connectivity.
- Active Directory Knowledge (Highly desired)
We’re seeking a customer-oriented Dynamics Tech Support Engineer to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.
**Driving exceptional outcomes with purpose-built solutions.**
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge - where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
**Responsibilities**:
**This role will**:
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior support engineers as needed or requested by management.
Qualifications:
**In this role**:
- Level of English: 85%
- At least 6 months of experience in Customer and/or tech support within a fast-paced environment.
- Understanding of: Data bases query/SQL,
- Basic Cloud Knowledge (Virtual Machines)
- Network basic connectivity.
- Active Directory Knowledge (Highly desired)
Lo sentimos, este trabajo no está disponible en su región
1
IT Customer Service Specialist
Orotina, Alajuela
People Working Corp
Hoy
Trabajo visto
Descripción Del Trabajo
Important Client of People Working Corp, dedicated to providing education and certification programs, seeks a person to perform functions such as **IT **Customer Service Specialist.**
**Requirements**:
- Bachelors degree in Management or IT related fields is preferred.
- ** Advanced English Language C1**:
- Work from Office 100% - San Jose
- 1 to 3 years of relevant proven professional experience IT Customer service support.
- Experience working with customers and colleagues located in different time zones.
**Key Responsibilities**:
- Troubleshoot and resolve customer service inquiries while building a relationship with the customer
- Strictly monitor the Ticketing System by following active procedures in place.
- Collaborate with the other CSSs (Customer Service Specialist) and the rest of staff to provide the best response/solution possible to the customers.
- Assist customers in understanding how our digital system works and gain the most value out of our services.
- Provide high quality service to improve the overall Net Promoter Score.
- Handle every support case with the utmost level of professionalism and empathy.
- Rotate shifts with the other CSSs and work during public holidays.
- Complete other administrative tasks related to online examination.
- Keep up with the latest digital system, and process changes to provide adequate and accurate guidance to the customers.
- Keep the colleagues and top management informed for any potential pattern of issues raised by customers.
- Develop written policies, procedures, forms, and monitor overall customer service strategies.
- Draft support scripts, FAQs, manuals (both textual and video formats), and contribute in updating and expanding knowledge base available through the Help Center.
**Requirements**:
- Bachelors degree in Management or IT related fields is preferred.
- ** Advanced English Language C1**:
- Work from Office 100% - San Jose
- 1 to 3 years of relevant proven professional experience IT Customer service support.
- Experience working with customers and colleagues located in different time zones.
**Key Responsibilities**:
- Troubleshoot and resolve customer service inquiries while building a relationship with the customer
- Strictly monitor the Ticketing System by following active procedures in place.
- Collaborate with the other CSSs (Customer Service Specialist) and the rest of staff to provide the best response/solution possible to the customers.
- Assist customers in understanding how our digital system works and gain the most value out of our services.
- Provide high quality service to improve the overall Net Promoter Score.
- Handle every support case with the utmost level of professionalism and empathy.
- Rotate shifts with the other CSSs and work during public holidays.
- Complete other administrative tasks related to online examination.
- Keep up with the latest digital system, and process changes to provide adequate and accurate guidance to the customers.
- Keep the colleagues and top management informed for any potential pattern of issues raised by customers.
- Develop written policies, procedures, forms, and monitor overall customer service strategies.
- Draft support scripts, FAQs, manuals (both textual and video formats), and contribute in updating and expanding knowledge base available through the Help Center.
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