Red Hat Software Looking for Associate Manager-Technical Support at Remote

Red Hat Software; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as an Associate Manager in the Customer Experience and Engagement team! In this dynamic role, you will lead a team of technical support associates dedicated to providing exceptional service to enterprise clients. With a focus on continuous improvement, you will empower your team to excel in a fast-paced environment while enhancing customer satisfaction. If you have a passion for technology, strong leadership skills, and a commitment to developing others, this position offers an exciting opportunity to make a significant impact in a globally recognized organization. Be part of a culture that values innovation and collaboration!

Qualifications

• Experience managing teams in a technical support environment.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Manage a team of technical support engineers for enterprise customers.
• Oversee customer escalations and maintain satisfaction.
• Promote continuous development and knowledge management.

Skills

Technical Support Management

Customer Service Orientation

Troubleshooting Skills

Leadership Skills

Communication Skills

Process Improvement

Team Building

Problem-Solving

Education

Experience in Technical Support

Experience in Customer Service

Tools

Support Systems and Tools

Job description

About the job:
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:

1. Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL).
2. Oversee the day-to-day activities of technical teams consisting of junior to senior technical support engineers.
3. Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction.
4. Promote and guide continuous professional and personal development of team members.
5. Improve knowledge management, customer-centric support, and issue problem-solving.
6. Coordinate improvement programs for global support processes and procedures.
7. Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests.
8. Provide leadership in problem-solving, including proposing and discussing fixes and advising and educating customers.
9. Receive assignments in the form of objectives and define how to use resources to meet schedules and goals.
10. Provide guidance to associates within the established company policies; recommend changes to policies and procedures.
11. Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue.
12. Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
13. Serve as an adviser to associates to meet schedules and resolve technical problems.

What you will bring:

1. Previous commercial experience working in a customer service or technical support environment in a technology-oriented company or department.
2. Proven ability to learn and apply new skills and processes quickly and coach and teach others.
3. Demonstrated experience managing a team with customer focus and service orientation.
4. Ability to identify potential, develop people, and motivate and build a team.
5. Solid troubleshooting skills and passion for problem-solving and investigation.
6. Ability to handle multiple tasks at once, prioritize, and work under pressure.
7. Ability to work in process-based environments with the necessity of consultations, taking initiative, and making decisions.
8. Solid leadership and coaching skills.
9. Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates.
10. Good written and verbal communication skills in English.

The following are considered a plus:

1. Commercial Linux experience in the enterprise sector.
2. Knowledge of support systems and tools.
3. Appreciation and passion for open source software.