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. This role is a fixed-term contract due to Maternity cover.
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.

What will you do:

• Regularly interact with high-value enterprise customers and engage internal partners from order management, sales, finance, and technical support delivery teams to assist with critical cases
• Resolve customer issues appropriately and as quickly as possible
• Manage incoming query processing through phone and email
• Perform translations of technical support tickets from English to German and other languages, and vice versa
• Monitor and follow up on incoming queries with other teams to ensure that they are processed on time and accurately
• Coordinate with various teams within the company and communicate with all levels of the organization
• Use tools (f.e. Zendesk, Oracle, Supportable, Salesforce) to manage work, processing, and open issue resolution
• Maintain positive working relationships with internal and external customers

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

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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.
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• Regularly interact with high-value enterprise customers and engage internal partners from order management, sales, finance, and technical support delivery teams to assist with critical cases
• Resolve customer issues appropriately and as quickly as possible
• Manage incoming query processing through phone and email
• Perform translations of technical support tickets from English to German and other languages, and vice versa
• Monitor and follow up on incoming queries with other teams to ensure that they are processed on time and accurately
• Coordinate with various teams within the company and communicate with all levels of the organization
• Use tools (f.e. Zendesk, Oracle, Supportable, Salesforce) to manage work, processing, and open issue resolution
• Maintain positive working relationships with internal and external customer