Senior Customer Support Specialist - Technical | QG-341

Senior Customer Support Specialist - Technical | QG-341

05 Feb
Red Hat, Inc.
Bangalore Urban

05 Feb

Red Hat, Inc.

Bangalore Urban

- The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist to join our Remote Exam Support team in Bangalore, India. In this role, you will need to know and believe in delivering exams the Red Hat way. You will be responsible for helping Red Hat certification examinees who are taking exams from their premises in setting up the prerequisites for a remote exam. As a Senior Customer Support Specialist, you will coordinate with the backend exam support team and remote proctors to ensure that candidates get the best possible experience.

Primary job responsibilities

- Respond to live chats and other modes of support from remote exam candidates

- Assist examinees with questions related to setting up their hardware, internet, and space for a performance-based, remote examination

- Monitor pre-exam readiness status of upcoming exams and proactively reach out to examinees for setup assistance

- Follow up on customer queries with operations, information technology (IT), and curriculum teams and training quality managers when needed

- Manage simultaneous incoming chats, tickets, and calls effectively

- Identify and assess queries so that your response is in line with the Certification team's guidance

- Provide accurate, valid, and appropriate solutions within a reasonable amount of time and follow up to ensure resolution

- Keep accurate documentation of interactions and contribute toward building process repository

Required skills

- Full-time bachelor's degree

- 5 years of customer-facing experience with global customers in a technical support role

- Ability to work in shifts outside normal business hours

- Excellent written and verbal communication skills in English; expertise in another international language is a big plus

- Fast typing skills with high accuracy

- Ability to handle multiple priorities and manage time effectively

Solid technical support skills in areas including:

- Various operating systems like Windows, Linux, and Mac

- Terminal commands in Linux and Mac

- Internet connection nuances, bandwidth, browsers, wired and wireless connections, and VPN

- Computer hardware like ports, network adapters, displays, and webcams


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