• Senior Customer Support Specialist - Red Hat Training and Certification

    Location CZ-Brno
    Posting date 3 weeks ago(6/28/2018 10:18 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 focused on Red Hat training and certification to join us in Brno, Czech Republic. In this role, you’ll need to know and believe in delivering exams the Red Hat way. You will be responsible for maintaining the academic integrity of our performance-based exams by validating credentials of candidates and monitoring them remotely. As a Senior Customer Support Specialist, you’ll coordinate with the back-end exam support team to ensure candidates get the best possible experience.

    Primary job responsibilities

    • Validate the identity of exam candidates
    • Effectively manage multiple simultaneous certification exams
    • Ensure timely start and completion of each individual exam session
    • Monitor exam candidates with vigilance and intervene in the event of protocol variances
    • Escalate to manager as appropriate
    • Coordinate with the Exam Support team to facilitate technical assistance to candidates
    • 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
    • Keep records of interactions
    • Follow communication procedures, guidelines, and policies

    Required skills

    • 3+ years of customer-facing experience with global customer exposure in a support, proctoring, or remote quality monitoring role
    • Ability to work in shifts outside normal business hours
    • Excellent written and verbal communication skills in English
    • Proficiency in German, French, Italian, or Spanish language
    • Fast typing skills with high accuracy
    • Detail-oriented with respect for academic integrity
    • Ability, patience, and willingness to work with inexperienced or frustrated customers who may not be familiar with our offerings or procedures
    • Ability to handle multiple tasks at once, prioritize, and manage time effectively

    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, veteran status, 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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