Associate Manager for Technical Support

4 weeks ago


Pune, India RED HAT Full time

About the Job

The Red Hat Customer Experience and Engagement team is seeking a skilled Associate Manager for Technical Support to join us in India. In this role, you will lead a team of technical associates, providing an exceptional service experience for our enterprise customers. You will work with colleagues worldwide to drive initiatives and develop technical team members. To succeed, you will need to have experience managing teams in fast-paced, technological environments and a passion for improving customer experiences.

Responsibilities

  1. Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux.
  2. Oversee the day-to-day activities of technical teams, including junior to senior technical support engineers.
  3. Manage customer escalations with highly technical support requests from enterprise customers via phone and web, maintaining high customer satisfaction.
  4. Promote and guide continuous professional and personal development of team members.
  5. Improve knowledge management, customer-centric support, and issue problem-solving.
  6. Coordinate improvement programs for global support processes and procedures.
  7. Cooperate with other front-line global centers and teams within Red Hat to prioritize customer requests.
  8. Provide leadership in problem-solving, proposing and discussing fixes, advising, and educating customers.
  9. Receive assignments in the form of objectives and define how to use resources to meet schedules and goals.

Requirements

  1. Previous commercial experience in customer service or technical support in a technology-oriented company or department.
  2. Proven ability to learn and apply new skills and processes quickly, coach, and teach others.
  3. Demonstrated experience managing a team with a customer focus and service orientation.
  4. Commercial Linux experience in the enterprise sector is a plus.
  5. Knowledge of support systems and tools is a plus.
  6. Appreciation and passion for open-source software is a plus.

About Red Hat

Red Hat is the world's leading provider of enterprise open-source software solutions. Our community-powered approach delivers high-performing Linux, cloud, container, and Kubernetes technologies. We offer flexible work environments and encourage our associates to bring their best ideas, regardless of 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 and help solve complex problems. Opportunities are open. We welcome and encourage applicants from diverse backgrounds.



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