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Technical Customer Service Representative

Location:Fremont, CA
Exempt/Non-Exempt:Non-Exempt
Benefits:Yes
Employment Type:Full Time
Department:Technical Support
Description:About the Company:
Penguin Computing is a global leader in high-performance computing (HPC), delivering complete, integrated HPC solutions, from the workstation to the cloud. With a focus on cutting-edge technology, ease-of-use and exceptional customer service, Penguin cost-effectively meets the needs of the world’s most demanding HPC users, including Caterpillar, Lockheed Martin, the U.S. Department of Defense, and dozens of higher education and federally funded research and development centers. Today, Penguin delivers a range of solutions, from massive Linux clusters to “Penguin on Demand” (POD), a new service that provides a complete HPC solution in the cloud. Penguin has been an innovator in HPC solutions for over a decade, and the company’s original founder is recognized as the “Father of Linux Clustering.”

Our Technical Customer Service Rep acts as customer liaison after a purchase; coordinating the efforts of Sales, Marketing, Manufacturing, Finance, and Logistics departments to ensure customer satisfaction.
Duties:DUTIES:

Responds to client calls, tickets, etc and resolves L1 trouble-shooting calls.

Provide the first-line of post-sales telephone technical support of hardware, Linux systems, sub-systems and/or applications for customers and/or employees.

Researches, analyzes, and resolves customer questions, requests, and complaints

Communicates professionally to customers in a verbal and written format

Process orders and RMAs

Advise customers regarding shipments, order status, RMA, backorders, inventory availability

Coordinate with Operations, Distribution, Marketing, Sales, etc.​ in reference to customer needs

Qualifications:Basic Qualifications:

2 to 4 years of customer service experience in the Tech industry required.

Basic to moderate experience with Linux and networking is required

High level of customer service skills, sense of urgency required
.
Excellent verbal and written communication skills.

Demonstrated use of Microsoft Excel, Word, and Outlook.​

Knowledge in SalesForce and NetSuite is a plus

WORKING CONDITIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to talk, hear, sit. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. Moderate to extensive keyboard activity required. Some lifting (up to 20 lbs.) may be required.

EEO:
Penguin Computing is an Affirmative Action/Equal Opportunity Employer and is strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.

Penguin Computing will consider applicants with criminal histories in a manner consistent with the requirements of the City of San Francisco Fair Chance Ordinance.

This position is not open to recruiters.



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