Experienced Customer Support Specialist - Linux & MSP Expertise Required for 3rd Shift Remote Work

Join Workwarp as a Customer Support Specialist and Leverage Your Linux and MSP Expertise

At Workwarp, we're committed to delivering exceptional customer experiences through our cutting-edge technology and dedicated team. As a Managed Services Provider (MSP) with a strong focus on Linux server management, we're looking for a highly skilled Customer Support Specialist to join our team on a remote, 3rd shift basis. If you're passionate about providing top-notch technical support and have a strong background in Linux and MSP, we encourage you to apply for this exciting opportunity.

About Our Company and Industry

Workwarp operates in the rapidly evolving IT industry, where the demand for skilled technical support professionals continues to grow. As a leader in the MSP space, we're dedicated to providing our customers with reliable, efficient, and secure IT solutions. Our team is comprised of experts in various fields, and we're committed to fostering a culture of innovation, collaboration, and continuous learning.

Key Responsibilities

• Provide technical support to customers via phone, ticket system, or messenger, ensuring timely and effective resolution of issues.
• Troubleshoot advanced Linux and AWS server management issues, utilizing critical thinking skills to identify and resolve complex technical problems.
• Maintain effective communication with internal and external channels, ensuring seamless collaboration and issue resolution.
• Develop short-term resolutions and implement preventative measures for longer-term issues, minimizing downtime and optimizing system performance.
• Monitor server alerts for performance issues and address them promptly, ensuring high availability and reliability.
• Create internal documentation and customer-facing knowledge base articles, contributing to the growth of our knowledge base and improving customer self-service capabilities.
• Assist in onboarding, training, and mentoring new team members, sharing your expertise and helping to build a high-performing team.
• Stay up-to-date with relevant technologies, expanding your skill set and ensuring that our customers receive the best possible support.

Essential Qualifications

To succeed in this role, you'll need to possess the following essential qualifications:

• 1+ year of experience in customer service/technical support via phone or ticketing system, with a strong track record of resolving complex technical issues.
• Experience as a System Administrator or End User of a Linux Operating System, with proficiency in Ubuntu, CentOS, CloudLinux, and fundamentals such as DNS, Networking, and IP routing.
• Managed Services Provider (MSP) experience, with a deep understanding of the MSP model and its applications.
• Hands-on experience working with AWS (EC2, CloudWatch, AutoScaling, etc.), with a strong understanding of cloud infrastructure and management.
• General understanding of networking concepts (TCP/IP, DNS, Routing, E-Mail), with the ability to troubleshoot complex networking issues.
• Demonstrated independent thinking and decision-making abilities, with the capacity to work autonomously in a fast-paced environment.
• Excellent communication, availability, and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.

Preferred Qualifications

While not mandatory, the following preferred qualifications can enhance your candidacy:

• Experience with cPanel and MySQL, with a strong understanding of database management and control panels.
• Strong troubleshooting skills in a fast-paced environment, with the ability to remain calm under pressure.
• Openness to working in a 24/7 support environment, with flexibility to work varying shifts, including weekends.

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Technical expertise in Linux and MSP, with a deep understanding of the underlying technologies.
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Ability to multitask, adapt to changes quickly, and prioritize work in a fast-paced environment.
• Strong attention to detail, with a focus on delivering high-quality support and resolving issues efficiently.

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to helping our team members grow and develop their skills. As a Customer Support Specialist, you'll have access to:

• Ongoing training and development opportunities, ensuring that you stay up-to-date with the latest technologies and best practices.
• Career advancement opportunities, with a clear path for professional growth and development.
• A collaborative and supportive team environment, where you'll be encouraged to share your ideas and expertise.

Work Environment and Company Culture

As a remote team member, you'll enjoy the flexibility and autonomy of working from home. Our company culture is built around:

• A commitment to delivering exceptional customer experiences.
• A collaborative and supportive team environment.
• A focus on innovation, continuous learning, and professional growth.

Compensation, Perks, and Benefits

We offer a competitive salary ($80K+ DOE) and a comprehensive benefits package, including:

• Medical insurance.
• Retirement plan.
• PTO and other benefits.

Ready to Apply?

If you're a motivated and experienced Customer Support Specialist with a passion for Linux and MSP, we encourage you to apply now. We're excited to review your application and discuss this opportunity further.

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