Customer Experience Associate - Brazilian Portuguese Expert

Customer Experience Associate - Brazilian Portuguese Expert

Job ID 
58208
Department 
Operations
Location 
IN-Bangalore
Posting date 
8/3/2017
Remote base 
..

Job description

Company description

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.

Job summary

The Red Hat Global Learning Services team is looking for a Customer Experience Associate with Spanish or Brazilian Portuguese 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 will use your analytical skills and adaptable communication style to quickly identify problems and solve them accordingly. As a Customer Experience Associate, you will need to have excellent written and verbal communication skills, attention to detail, ability to do accurate reporting and use reports to identify trends of key impact to our business.

Primary job responsibilities

  • Perform class scheduling, cancellations, and other activities in Red Hat's learning management system with high speed and accuracy
  • Efficiently record, classify, and follow-up on all requests using web-based ticketing system
  • Communicate with other team members to escalate issues for 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 adequate internal communication of problem resolutions; convey customer feedback to management
  • Interact effectively with internal and external partners, as well as clients and customers
  • Collaborate with key departments in support of customer issues and questions
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about solutions and orders

Required skills

  • Bachelor’s degree (Full Time)
  • 3+ years of customer-facing experience with global customer exposure in a support, operations, or business analyst role
  • Ability to work in shifts and outside normal Indian business hours
  • Excellent verbal and written communication skills in English and Spanish or Brazilian Portuguese
  • Data analysis and reporting skills 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 and follow-up skills
  • Ability to work on your own and thrive in a fast-paced environment
  • Experience with a learning management system is a plus


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.


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.

 

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