Technical Support Coordinator

Technical Support Coordinator

Responsibilities

• Recruit and train volunteer tech support - Coordinate a posse of capable and helpful supporters for both Tier I and Tier II support of FreekBoxes.
• Expand tech support areas covered - research the feasibility of Storeboxes (with our software) and GAP boxes. Investigate the potential of tech support as a source of income.
• Do tech support - There won't always be volunteers available! Answer the phones, read a lot of email, keep records, write responses and (occasionally) instructional articles, talk to walkins.
• Participate with the distro group - Develop and plan Freekbox software profile in accordance with the goals of the Freekbox project. Research and test software in current and proposed FreekBox profiles.
• Maintain tracking system for support - Educate people who need to know on proper procedures for using this. Protect the private information of those being supported. Maintain and oversee appropriate lines of communication between supporters, clients, the Free Geek community, and the world of Free Software.
• Develop support policy in line with FREE GEEK philosophy and capabilities. Be aware of FREE GEEK programs.
• Document, document, document! Some near future projects might be: script for Tier 1 support, FreekBox FAQ...
• Communicate with Freekbox owners and help with their education (preventative tech support)

Other group responsibilities

• Work with volunteer supervisors and core volunteers, assisting them with problem solving as it relates to your area.
• Understand the necessity of restricting copyrighted and unregistered proprietary software products from all Free Geek systems.
• Support and promote the Open Source Software concept.
• Have a conceptual understanding of the Gnu Public License and its importance to Free Geek.
• Attend weekly staff meetings, and other meetings as necessary (participate in at least 1 standing committee)

Required skills

• Familiarity with Free and Open Source software (FreekBox experience a big plus)
• High level of patience
• Helpful and education-minded
• Ability to work unsupervised
• Able to research and troubleshoot software and hardware, using available resources (including Internet)
• Organizational skills
• Experience working with volunteers
• Ability to work in an informal, friendly environment with a diverse staff
• Work well with a large cross-section of the community
• Able to multi-task
• Work according to a consensus decision-making process related to staff and policy issues
• Patient and courteous with the public

In addition

The ideal candidate will be able to work well under stress in a somewhat chaotic setting and maintain a positive attitude, even in the face of stubborn ignorance. The candidate will not be afraid to ask questions but will be able to work on projects almost entirely without supervision. The candidate will be able to remain flexible as Free Geek grows and changes.