Customer Support Engineer - Tier 2

Keller, Texas, United States · Operations

Description

Linux Academy is seeking a Customer Support Engineer to support our team and the thousands of students around the world who learn through us and our cloud technology. Our mission is to provide advanced training tools that increase skills and encourage critical thinking for advanced IT professionals. Linux Academy offers a full-featured training library with everything one needs to learn new skills and advance in one’s career path. As we continue to grow at an unprecedented pace, we need to find the best talent around. Come join us and help build our team!

The Customer Support Engineer (“CSE”) ensures that all student and enterprise needs are promptly addressed by responding to issues on our platform.

Qualified candidates for this position must have a passion for excellence, continuous learning and technology, outstanding communication and organizational skills, as well as the ability to readily build relationships with customers through multiple communication channels (email, chat, phone, etc). Additionally, a qualified candidate must be quality focused, an effective team player and motivated to achieve a rewarding career within the organization.

On a typical day, a CSE thoughtfully works with customers to delve into the root cause of an issue, respond to numerous tickets ranging from site, account, or feature issues to assistance with the course content. The CSE will work with multiple departments which including development, infrastructure, content, sales, and customer success to meet the needs of customers. The CSE will also be the “voice of the customer” and will have a strong voice into the development teams for recurring issues or feature requests. The CSE provides valuable insight into what customers are having problems with and what features or content would have the largest impact. Some responsibilities will include:

Requirements

Preferred Skills (not mandatory, but a bonus)

Benefits

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