Technical Support Team Lead

3 weeks ago

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

About the Job:

The Red Hat Customer Experience and Engagement team is seeking an Associate Manager for Technical Support to join us in Pune, India. In this role, you will lead a team of technical associates who provide exceptional service to our enterprise customers. You will work collaboratively with global peers to drive initiatives and develop technical team members. We need someone with experience managing teams in a fast-paced, technological environment, along with a passion for improving the customer experience.

Key Responsibilities:

  • Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL).
  • Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers.
  • Manage customer escalations with highly technical support requests from enterprise customers via phone and web, maintaining a high level of customer satisfaction.
  • Promote and guide 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 how to utilize resources 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 adviser to associates to meet schedules and resolve technical problems.

Requirements:

  • 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.
  • The following are considered a plus:
  • 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.

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