Associate Customer Support Specialist
Location
Pune | India
Job description
As an Associate Customer Chat Support Specialist, you will be the first point of contact for Red Hat customers, who reach out to us 24*5 and need help using our products. Support requests will come via; Chat, Support cases or telephone. You will need to investigate the problem, and work closely with our Technical Support Engineers from various internal teams, and escalation team to find a resolution.
Professional certifications such as RHEL & System Admin Knowledge RHCSA / RHCE certification is a must.
As your career at Red Hat progresses, you will have to upskill yourself to solve a wide range of technical issues on your own.
- Communication with Red Hat customers regarding technical support via Chat, support cases & telephone.
- Maintain an excellent level of customer experience
- Work with Red Hat enterprise customers across the globe on a 24x5 basis that requires one to work in different shifts periodically which is mandatory.
- Diagnosis, troubleshooting, resolution, and/or escalation of issues
- Update our internal databases with information about technical issues and useful discussions with customers
- 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 i.e creation on content articles and solutions for our customers.
- A commitment to learning and professional development, which is likely to include upskilling through Red Hat certifications.
- 3-5 years of experience in IT, gained either through relevant education or work experience
- Exceptional customer support skills, with experience working in a customer facing environment. Chat experience is an added advantage. Some experience using Linux is an advantage.
- Understanding of how CRM systems work.
- A passion for problem solving and investigation, coupled with the ability to critically analyze complex issues
- Ability to multitask, prioritize and work under pressure *Strong verbal, aural and written communications skills
- Self driven and career focused
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Job tags
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