Associate Manager, Technical Support

  • Red Hat
  • Pune, Maharashtra, India
  • Jul 17, 2018
Full time Customer Service

Job Description

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Engagement and Experience (CEE) team is looking for an Associate Manager focused on technical support to join us in Pune, India. In this role, you will manage a team of highly technical associates who are responsible for providing an excellent service to our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you’ll need to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience.

Primary job 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 the phone and the web; maintain 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
  • Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests
  • Provide leadership in problem-solving, including proposing and discussing fixes and advising and educating customers
  • Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
  • Provide guidance to associates within the 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
  • Serve as an adviser to associates to meet schedules and resolve technical problems

Required skills

  • Previous commercial experience in a customer service or technical support environment or in a technology-oriented company or team
  • 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
  • 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 communication skills in English


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