Customer Support Specialist

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Support Specialist with fluent German and English to join us in Brno, Czech Republic. In this role, you will deliver outstanding service to global enterprise customers while building their trust and promoting customer loyalty. You'll ensure that customers have access to entitlement (or subscription) information, manage entitlements within customer accounts, and provide basic technical assistance. As a Customer Support Specialist, you will also receive customer requests and prepare documentation for order processing, billing, and payment-related issues. You will create technical cases for customers for our support delivery team. You'll need to be fluent in English and German, have excellent communication skills, and be able to work in a fast-paced and fast-changing business environment to provide exceptional experience to valuable enterprise customers. An additional language like Italian, French or Spanish is a plus.

The Customer Support Specialist handles routine technical support and customer service issues with minimal supervision and collaborates within the team to provide a high-quality customer experience. The role involves solving technical challenges that require judgment and initiative, leveraging a broader understanding of processes and methodologies. This position requires the individual to interact with customers in multiple languages and contribute to resolving more complex issues under general guidance.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What you will do

• Technical 3 plays a key role in driving customer satisfaction through proficient support and collaboration with cross-functional teams.
• Deliver routine technical support services following standard operating procedures.
• Assist in troubleshooting and resolving issues that require deviation from standard practices.
• Participate in training sessions to enhance technical and support skills.
• Document complex customer issues and contribute to knowledge base articles.
• Actively manage customer interactions to ensure a positive resolution experience. Train new hires on processes and tools.
• Translate customer updates into English and vice versa to ensure the smooth communication with support engineers.

What will you bring:

• Fluent language skills in German and English; additional languages are a plus (Italian, French or Spanish)
• Outstanding written and verbal communication skills
• 2+ years of experience with relevant customer service work in a fast-paced, high-volume environment
• Ability to work well within a team and adapt to a fast-paced, fast-changing technology and business environment
• Detail-oriented with excellent problem-solving and problem-resolution skills
• Ability to handle multiple tasks and effectively prioritize to achieve goals and meet expectations
• Comfortable interacting with technically-focused customers and colleagues and the ability to assist with escalated situations

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application- General inquiries, such as those regarding the status of a job application, will not receive a reply.

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