• Associate Manager, Technical Support

    Location IN-Pune
    Posting date 1 month ago(1/11/2019 4:21 AM)
    Job ID
    67186
    Category
    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 Customer Experience and Engagement (CEE) team is looking for an Associate Manager of technical support to join us in Pune, India. In this role, you will oversee the day-to-day management of a team of highly technical associates, both junior and senior-level, who provide excellent customer support to our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical associates. As an Associate Manager, you will promote personal and professional development of your team members to keep their technical and non-technical skills up-to-date. You will play a crucial role in guiding the work and direction of the team and in strengthening the role of the team within Red Hat.

    Primary job responsibilities

    • Manage the front-line technical production support team covering Red Hat Enterprise Linux (RHEL)
    • Manage customer escalations with highly technical support requests from enterprise customers via telephone and web and maintain high level of customer satisfaction
    • Implement strategic change for knowledge management, customer-centric support, and problem-solving processes
    • Coordinate improvement programs for global support processes and procedures as part of the front-line support management team across regions; cooperate daily with other front-line global centers
    • Provide guidance to associates in solving issues, including proposing and discussing fixes, providing advice, and educating customers
    • Communicate with sales, services, engineering, product management, and support management teams to prioritize customer requests
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
    • Recommend changes to policies and establish procedures that will affect your immediate team
    • Work on issues of a diverse scope where an analysis of a situation or data requires evaluation of a variety of factors and understanding of current business trends
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions
    • Frequently interact with team leads, customers, and functional peer group managers, including matters between functional areas, other company teams, or customers and the company
    • Oversee a cooperative effort among members of a project team

    Required skills

    • Previous commercial experience in a customer service or technical support environment as part of a technology-oriented company or department
    • Proven ability to learn and apply new skills and processes rapidly and coach, mentor, and inspire others
    • Solid people management and coaching skills
    • Good written and verbal communication skills in English
    • Demonstrated team management experience; good customer focus and service orientation
    • Ability to identify potential, develop people, and motivate and set up a completely new team
    • Solid troubleshooting skills and passion for problem solving and investigation
    • Ability to handle multiple tasks, prioritize, and work under pressure
    • Ability to work in an environment with established processes and in contexts where consultation with colleagues, taking initiative, and making judgment calls are necessary
    • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates

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