Senior Customer Support Specialist - Technical
Red Hat, Inc.
Madrid, ES
hace 8 horas

Job summary

The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist to join us in Madrid, Spain.

In this role, you will work with examiners and proctors to enable the delivery of our performance-based exams. Your responsibilities will include communication with examiners and proctors before, during, and after exams to ensure that our candidates get the best possible experience.

As a Senior Customer Support Specialist, you will communicate with candidates and other customers, helping them with services provided by the certification team.

To succeed in this role, you’ll need to have the knowledge of and believe in delivering exams the Red Hat way.

Primary job responsibilities

  • Support technical issues pertaining to live Red Hat Certification Exams
  • Monitor alerts and solve technical issues arising before and during certification exam setups
  • Identify customer queries and respond to them quickly
  • Follow up on customer queries with operations, information technology (IT), and curriculum teams and train quality managers when needed
  • Manage simultaneous incoming chats, tickets, exams, and calls effectively
  • Identify and assess queries so that your response is in line with the Certification team's guidance
  • Provide accurate, valid, and appropriate solutions within a reasonable amount of time and follow up to ensure resolution
  • Keep records of interactions
  • Keep accurate documentation of interactions and contribute toward building a process repository
  • Required skills

  • Full bachelor's degree
  • Valid Red Hat Certified Engineer (RHCE) certification; additional specialist certifications or Red Hat Certified Architect (RHCA) certification are a plus
  • 5+ years of relevant experience supporting Red Hat’s technologies
  • Excellent written and verbal communication skills in English and Spanish
  • Premium customer service skills and experience working in a customer-focused role
  • Willingness and ability to work across multiple time zones
  • 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.

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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