Job Description

About the job:
We are seeking a proactive and technically adept Customer Support Specialist to join our support team in Pune - India . In this role, you will serve as the first line of communication with our global customers, assisting them with a range of technical and non-technical issues related to our products, support and services. You will troubleshoot problems, work closely with technical support Engineers, and collaborate with cross-functional teams to ensure customer satisfaction.
As you grow in this position at Red Hat, you will take on increasingly complex technical challenges and contribute to process improvement and knowledge base development, gaining exposure to enterprise-level customer environments and modern support tools.
What will you do?
Communication with Red Hat customers / internal stakeholders regarding non-technical and technical support
Guide customers through best practices, product features, and technical requirements
Develop and update support documentation, FAQs, and knowledge base content to enhance the customer self-service experience
Ability to handle multiple tasks and effectively prioritize them to achieve goals and meet business expectations
Work with Red Hat enterprise customers across the globe on a periodical 24x5 support rotation, including shift-based schedules to support global customer
Handle multiple tickets simultaneously, prioritizing based on impact and urgency to meet service level agreements (SLAs)
Diagnosis, troubleshooting, resolution, and/or escalation of issues
Working as a collaborative team member, who puts the customer first and is keen to proactively find solutions
Researching customer issues, and recording information in our knowledge base for future use
Understanding the technical terms enough to probe the right questions to help the technically-focused customers and the engineers to better troubleshoot the issue
A commitment to learning and professional development, which is likely to include studying for Red Hat certifications (e.g. RHCSA, RHCE) in 6 months of joining to stay current with evolving technologies
What will you bring?
3+ years of experience in the customer service industry, gained either through relevant education or work experience
Must have basic RHEL certifications, RHCSA / RHCE. Must have fundamental troubleshooting skills of Yum/DNF/RPM, Installation of RHEL, System upgrade (Online/Offline)
Exceptional customer service skills, with experience working on projects and content creation in a customer facing environment
A passion for problem solving and investigation, coupled with the ability to critically analyze complex issues
Ability to work under pressure in a fast-paced environment while managing multiple priorities
Quick learner with career focused mindset
#LI-BR1
About Red Hat
is the world's leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
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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