Red hat Associate Escalation Manager 

Czechia, Southeast, Brno 

197034835

What You Will Do

• Use your repertoire of professional skills to facilitate customer escalations.

• Building and leveraging relationships to drive action with the required internal teams.

• Consistently demonstrating a customer-first mindset across different levels of escalation temperature.

• Detail and document escalation progress regarding scope, business impact,, adhering to the internal quality standards.

• Apply situational awareness and use critical thinking to exercise judgment in resolving issues.

• Engage with customers, Support Delivery, Customer Success, Engineering, and virtual account team to assure expectations are met and status provided.

• Monitor escalated cases being handled by support engineers to ensure situations are prioritized and processes are followed.

• Perform regular written or verbal updates for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales.

What You Will Bring

• Confident communicator at all levels both internally and externally, be comfortable doing negotiations & influencing stakeholders

• Ability to follow up on outstanding actions and manage towards resolution of escalated issues.

• Calm under pressure, works towards fact finding.

• Demonstrable ability to exercise judgment within defined procedures and practices to determine appropriate action.

• Relevant or transferable experience - ie managing customer escalations in technical support and a cross-functional environment, sales operations or other fields

• Ability to work with minimal supervision while handling various tasks, prioritizing, and working under pressure.

Nice to Have:

• Technical support delivery experience; experience with the Red Hat solutions portfolio and open source software development.

• Proficiency with one or more additional languages spoken in the EMEA regions.