Red hat Customer Support Specialist - Technical 

India, Karnataka 

697544819

What will you do?

• Communication with Red Hat customers / internal stakeholders regarding non-technical and technical support

• Guide customers through best practices, product features, and technical requirements

• Develop and update support documentation, FAQs, and knowledge base content to enhance the customer self-service experience

• Ability to handle multiple tasks and effectively prioritize them to achieve goals and meet business expectations

• Work with Red Hat enterprise customers across the globe on a periodical 24x5 support rotation, including shift-based schedules to support global customer

• Handle multiple tickets simultaneously, prioritizing based on impact and urgency to meet service level agreements (SLAs)

• Diagnosis, troubleshooting, resolution, and/or escalation of issues

• Working as a collaborative team member, who puts the customer first and is keen to proactively find solutions

• Researching customer issues, and recording information in our knowledge base for future use

• Understanding the technical terms enough to probe the right questions to help the technically-focused customers and the engineers to better troubleshoot the issue

• A commitment to learning and professional development, which is likely to include studying for Red Hat certifications (e.g. RHCSA, RHCE) in 6 months of joining to stay current with evolving technologies

What will you bring?

• 3+ years of experience in the customer service industry, gained either through relevant education or work experience

• Must have basic RHEL certifications, RHCSA / RHCE. Must have fundamental troubleshooting skills of Yum/DNF/RPM, Installation of RHEL, System upgrade (Online/Offline)

• Exceptional customer service skills, with experience working on projects and content creation in a customer facing environment

• A passion for problem solving and investigation, coupled with the ability to critically analyze complex issues

• Ability to work under pressure in a fast-paced environment while managing multiple priorities

• Quick learner with career focused mindset