• Senior Customer Support Specialist - Technical

    Location IN-Bangalore
    Posting date 3 weeks ago(7/31/2018 9:44 AM)
    Job ID
    Technical Support
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist to join us in Bangalore, India. In this role, you will need to know and believe in delivering exams the Red Hat way. You’ll work with examiners and proctors to enable delivery of these performance-based exams. Your responsibilities will include communication with examiners and proctors before, during, and after exams to ensure candidates get the best possible experience. As a Senior Customer Support Specialist, you will communicate with candidates and other customers, helping them with services provided by the certification team.

    Primary job responsibilities

    • Identify customer queries efficiently and respond quickly
    • Follow up on customer queries with operations, IT, and curriculum teams and training quality managers when needed
    • Manage simultaneous incoming chats and calls effectively
    • Identify and assess queries so that the response is consistent with the Certification team's guidance
    • Provide accurate, valid, and complete information by using the right methods and tools  
    • Provide appropriate solutions within a reasonable amount of time and follow up to ensure resolution
    • Keep records of interactions
    • Follow communication procedures, guidelines, and policies

    Required skills

    • Proven customer support experience  
    • Solid contact-handling and active listening skills  
    • Excellent communication and presentation skills  
    • Ability to handle multiple tasks at once, prioritize, and manage time effectively
    • Red Hat Certified Engineer (RHCE) certification; Red Hat Certified Architect (RHCA) certification is a plus, while Red Hat Certified Examiner (RHCX) training will be provided

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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