Job Description

The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist to join us in Bengaluru, India. In this role, you will be part of a global team that monitors, maintains, and supports all Red Hat certification exams world-wide. 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 will need to have the knowledge of and believe in delivering exams the Red Hat way.

Primary job responsibilities

• Acquire thorough knowledge of Red Hat Certification Exam architecture, policies, and guidelines around delivering certification exams the Red Hat way
• Monitor alerts and solve technical issues arising before and during certification exam setups
• Manage simultaneous incoming chats, tickets, exams, and calls effectively
• Identify underlying issues quickly and provide accurate solutions to ensure a smooth exam delivery
• Follow up on customer queries with operations, information technology (IT), and curriculum teams and training quality managers when needed
• Keep accurate documentation of interactions and contribute toward building process repository
• Adhere to the non-disclosure and confidentiality agreement terms pertaining to certification exams at all times

Required skills

• Bachelor's degree
• Red Hat Certified Engineer (RHCE) certification; additional specialist certifications or Red Hat Certified Architect (RHCA) certification is a plus
• 5+ years of relevant experience supporting Red Hats technologies
• Excellent written and verbal communication skills in English
• Premium customer service skills and experience working in a customer-focused role
• Willingness to work across multiple time zones to maintain availability 24/5 globally