Senior Customer Support Specialist - Technical | [E841]

Senior Customer Support Specialist - Technical | [E841]

09 feb
Red Hat, Inc.

09 feb

Red Hat, Inc.


The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist to join us in Madrid, Spain. In this role, you will become part of our Learner Experience team, providing timely support to our students for their queries on Red Hat online training and course-related guided lab exercises. You'll need to continuously learn and improve your knowledge of Red Hat's solutions.

Primary job responsibilities

- Provide technical assistance to students by responding to incoming service requests about the Red Hat Online Learning system

- Assist students in the understanding the Red Hat Online Learning system, course content, and course-related guided lab exercises

- Apply hotfixes to course content or lab environments

- Collaborate with other members of Red Hat's training teams to resolve issues for our students

- Understand and troubleshoot customer queries efficiently and respond within stipulated turnaround time (TAT)

- Follow up on customer queries with Level 2 support, IT, and Curriculum teams and other teams as needed

- Manage simultaneous incoming chats, tickets, and calls effectively

- Provide accurate, valid, and complete information by using the provided methods and tools

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

- Adhere to communication procedures, guidelines, and policies

- Deliver utmost customer satisfaction and uphold Red Hat certification's integrity

Required skills

- Bachelor's degree or equivalent experience in the enterprise IT industry

- Command line expertise in Linux

- Excellent written and verbal communication skills in English

- Premium customer service skills and experience working in a customer-focused role

- Ability to work across multiple time zones

- Ability to handle multiple priorities

- Experience with shell scripting

- Red Hat Certified Engineer (RHCE) certification is a plus

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