Customer Support Team Manager

4 days ago


Pune, Maharashtra, India Red Hat India Private Limited Full time

Red Hat India Private Limited is seeking an experienced Customer Support Team Manager to join our team in Pune, India.

About the Role

The successful candidate will lead a team of highly skilled technical support professionals, ensuring exceptional service delivery to our enterprise customers. They will work closely with colleagues worldwide to develop and implement initiatives that drive technical excellence and customer satisfaction.

Key Responsibilities
  • Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)
  • Oversee day-to-day activities of technical teams, including junior to senior technical support engineers
  • Manage customer escalations for highly technical support requests from enterprise customers via phone and web, maintaining high customer satisfaction levels
  • Promote continuous professional and personal development of team members
  • Improve knowledge management, customer-centric support, and issue problem-solving
  • Coordinate improvement programs for global support processes and procedures
  • Collaborate daily with other front-line global centers and teams within Red Hat to prioritize customer requests
  • Provide leadership in problem-solving, including proposing and discussing fixes, advising, and educating customers
  • Receive assignments in the form of objectives and define resource utilization to meet schedules and goals
  • Provide guidance to associates within established company policies; recommend changes to policies and procedures
  • Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Act as an advisor to associates to meet schedules and resolve technical problems
Requirements and Qualifications
  • Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department
  • Proven ability to learn and apply new skills and processes quickly, and coach and teach others
  • Demonstrated experience managing a team with customer focus and service orientation
  • Commercial Linux experience in the enterprise sector
  • Knowledge of support systems and tools
  • Appreciation and passion for open source software
  • Ability to identify potential, develop people, and motivate and build a team
  • Solid troubleshooting skills and a passion for problem-solving and investigation
  • Ability to handle multiple tasks at once, prioritize, and work under pressure
  • Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions
  • Solid leadership and coaching skills
  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates
  • Good written and verbal English communication skills
Salary and Benefits

We offer a competitive salary range of ₹800,000 - ₹1,200,000 per annum, depending on experience, plus benefits including medical insurance, retirement plan, and opportunities for professional growth and development.



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