Associate Customer Support Specialist
About the job
The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Customer Support Specialist to join our technical support center in Raleigh, NC. In this role, you will triage incoming calls from enterprise customers, provide basic diagnosis, and properly route through to appropriate technical support resources for resolution. As a member of the CEE team, you will be dedicated to resolving the issues of our customers quickly and effectively, primarily helping to provide the best customer support experience possible to our valuable enterprise customers.
What you will do
- Serve as the primary customer support contact for enterprise subscription customers
- Provide triage of technical support cases for customers by taking incoming calls and responding to web-based inquiries
- Exceed customer expectations by providing an outstanding customer experience
- Regularly collaborate with in-house support engineers and developers on trying to come up with creative solutions and improve customer satisfaction
- Contribute to the global Red Hat knowledge management system while working customer issues
What you will bring
- Customer service experience in a fast-paced, high-volume environment
- Outstanding troubleshooting and problem-solving skills
- Detail-oriented with passion for investigation and problem resolution
- Ability to communicate clearly and concisely with customers that have various levels of technical expertise
- Ability to handle multiple tasks at once, prioritize, and work under pressure
- Outstanding communication skills in English
- Ability to thrive in a fast-paced, fast-changing, high-tech business environment
- Prior help desk or call center experience is a plus
- Experience with the Linux operating system and equivalent services is a plus
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.
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible Spending Account - healthcare and dependent care
- Health Savings Account - high deductible medical plan
- Retirement 401(k) with employer match
- Paid time off and holidays
- Paid parental leave plans for all new parents
- Leave benefits including disability, paid family medical leave, and paid military leave
- Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.