The Red Hat Customer Experience and Engagement (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 excellent service for 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 customer experience.
What you will do
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
What you will bring
Previous commercial experience working 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
Ability to identify potential, develop people, and motivate and build a team
Solid troubleshooting skills and 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’s 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
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About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.