Customer Support Specialist - Technical

The Red Hat Global Learning Services (GLS) team is looking for a Customer Support Specialist to join our Remote Proctoring team in Brno, Czech Republic. In this role, you will need to know and believe in delivering exams the Red Hat way. You’ll be responsible for maintaining the academic integrity of our performance-based exams by validating credentials of exam participants and monitoring them remotely. As a Customer Support Specialist, you will coordinate with the back-end exam support team to ensure that candidates get the best possible experience.

What you will do:

• Validate the identity of candidates
• Effectively manage multiple simultaneous certification exams
• Ensure timely start and completion of each individual exam session
• Monitor 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 exam participants
• 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 of procedures, guidelines, and policies

What you will bring:

• 3+ years of customer-facing experience with global customer exposure in a support role
• Ability to work in shifts outside normal business hours
• Excellent written and verbal communication skills in English, additional language is a plus
• Fast typing skills with high accuracy
• Advanced technical skills with browsers and network trouble shooting
• Detail-oriented with respect for academic integrity
• Ability to handle multiple priorities and manage time effectively

About Red Hat

Red Hat is the world’s leading provider of enterpriseopen 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.

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