Customer Support Associate

This is an opportunity for an entry level technologist with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers and Canonical staff. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical. The role of a Linux Desktop Support Associate at Canonical You will be accountable for delivering an outstanding technical support experience to our employees and customers. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. Your day to day job is to provide technical expertise, be an excellent communicator and service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and Company events. Location: This role will be based remotely in EMEA and Americas regions What your day will look like Your day to day duties will include: • Work from your remote home office and provide technical support for employees. • Provide technical onboarding support for new employees. • Provide technical and infrastructure support during international events. • Be available to take ownership of new cases via telephone, email, and web • Act as an internal customer advocate keeping them updated in a timely manner • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments • Contribute your findings to a common knowledge base and keep it up to date • Draft and distribute technical notices for internal and external communication. • Prioritise your work in order to accomplish the most important and urgent tasks first • Keep on learning as our products and services grow and evolve • Maintain regular communication and information exchange with the rest of the team, locally and remotely • Identify and suggest any opportunities to provide a better service