Red hat Associate Manager Technical Support 

India, Maharashtra, Pune 

760533428

What will you 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, 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

• Act as an adviser to associates to meet schedules and resolve technical problems

What will you bring:

• Previous commercial experience 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

• 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

• Ability to identify potential, develop people, and motivate and build a team

• Solid troubleshooting skills and a 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 associates

• Good written and verbal English communication skills