Customer Experience Associate ES-PT

Where: Bengaluru (India)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish or Portuguese

Job summary

The Red Hat Global Learning Services (GLS) team is looking for a Customer Experience Associate to join us in Bangalore, India. In this role, you will provide outstanding customer service and expertise as the first point of contact for the support team. You’ll use your analytical skills and adaptable communication style to quickly identify problems and solve them accordingly.

Primary job responsibilities

  • Efficiently record, classify, and follow up on all requests using web-based ticketing system
  • Communicate with other team members to escalate issues to resolution
  • Assess opportunities for application and process improvement and prepare reports to share with team members, management, and other parties
  • Document known issues and solutions and ensure an adequate internal communication of problem resolutions; explain customer feedback to management
  • Interact effectively with internal and external partners and customers
  • Collaborate with key teams in support of customer issues and questions
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about offerings and orders

Required skills

  • Bachelor’s degree
  • 3+ years of customer-facing experience in a global customer support, operations, or business analyst role
  • Ability to work in shifts and outside normal Indian business hours
  • Excellent written and verbal communication skills in English; proficiency in Spanish or Brazilian Portuguese is a plus
  • Data analysis and reporting experience using tools like LibreOffice Calc
  • Ability, patience, and willingness to work with inexperienced or frustrated customers who may not be familiar with our offerings or procedures
  • Solid organizational and problem-solving skills
  • Goal-oriented with the motivation to exceed expectations
  • Good time management skills with the ability to follow up on tasks
  • Ability to work on your own and thrive in a fast-paced environment
  • Experience with a learning management system is a plus

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