Red Hat Senior Customer Support Specialist - Technical in Brno, Czech Republic
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Support Specialist for Remote Proctoring to join us in Brno, Czech Republic. In this role, you’ll need to know and believe in delivering exams the Red Hat way. You will be responsible for maintaining the academic integrity of our performance-based exams by validating credentials of candidates and monitoring them remotely. As a Senior Customer Support Specialist, you’ll coordinate with the back-end exam support team to ensure candidates get the best possible experience.
Primary job responsibilities
Validate the identity of exam candidates
Effectively manage multiple simultaneous certification exams
Ensure timely start and completion of each individual exam session
Monitor exam candidates with vigilance and intervene in the event of protocol variances
Escalate to manager as appropriate
Coordinate with the Exam Support team to facilitate technical assistance to candidates
Identify and assess queries, so that the response is consistent with the Certification team’s guidance
Provide accurate, valid, and complete information by using the right methods and tools
Keep records of interactions
Follow communication procedures, guidelines, and policies
3+ years of customer-facing experience with global customer exposure in a support, proctoring, or remote quality monitoring role
Ability to work in shifts outside normal business hours
Excellent written and verbal communication skills in English; proficiency in one or more international languages is a big plus
Fast typing skills with high accuracy
Detail-oriented with respect for academic integrity
Ability, patience, and willingness to work with inexperienced or frustrated customers who may not be familiar with our offerings or procedures
Ability to handle multiple tasks at once, prioritize, and manage time effectively
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, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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Job ID 62377
Category Technical Support