redhat Looking for Associate Manager, Technical Support at Remote

redhat; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as an Associate Manager for Technical Support, where you will lead a talented team dedicated to providing exceptional service to enterprise customers. In this dynamic role, you will oversee the Technical Production Support team, ensuring high levels of customer satisfaction while promoting continuous improvement and professional development among your associates. This position offers a unique opportunity to shape customer experiences and drive team success in a fast-paced, technology-driven environment. If you're passionate about leadership and customer service, this is the perfect opportunity to make a significant impact.

Qualifications

• Experience in customer service or technical support in a tech-oriented company.
• Ability to manage and develop a customer-focused team.

Responsibilities

• Manage Technical Production Support team for Red Hat Enterprise Linux.
• Oversee daily activities and manage customer escalations effectively.

Skills

Customer Service

Technical Support

Team Management

Troubleshooting

Leadership

Process Improvement

Problem Solving

Communication Skills

Education

Bachelor's Degree in a related field

Tools

Support Systems

Job description

About the job

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager for 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. We will need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the 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, 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. Act as an adviser to associates to meet schedules and resolve technical problems.

What you will bring

1. Previous commercial experience 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 a 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 associates.
10. Good written and verbal English communication skills.

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.

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.