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Associate Manager-Technical Support

3.00 to 5.00 Years   Pune   26 Apr, 2023
Red Hat, Inc
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaWeb / Mobile Technologies
EmploymentTypeFull-time

Job Description

    Associate Manager-Technical Support
    • 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 and 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
    • Serve as an adviser to associates to meet schedules and resolve technical problems
    What you will bring
    • Previous commercial experience working 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
    • Ability to identify potential, develop people, and motivate and build a team
    • Solid troubleshooting skills and 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 s associates
    • Good written and verbal communication skills in English
    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
    ,

Keyskills :
salesmanagementmiscustomer relationsqualityred hat enterprise linuxopen source software

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