Job Description

About the job

The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Experience Associate to join us in Bangalore, India. In this role, candidate will provide outstanding customer service and expertise as the first point of contact for external customers, partners, and internal support teams. Candidate will use his/her analytical skills and adaptable communication style to quickly identify problems and solve them accordingly. As a Senior Customer Experience Associate, candidate will be part of a growing team that is responsible to maintain the online schedule of Red Hat Training
and Certification exams, support students and partners on non-technical support queries around Red Hat\'s training offerings, and perform a variety of critical reporting tasks for our internal stakeholders and management.

What you will do

Create and manage a web schedule of all training and certification offerings in Red Hat\'s learning management system (LMS)
Create Promo codes and Training Units globally for customers and work closely with internal stakeholder to ensure timely delivery
Ensure 100% accuracy of the offerings published on Redhat e-Commerce portal
Efficiently record, classify, and follow up on all requests using a web-based ticketing system
Conducting audits of all types of offerings created as well as customer queries of other team members
Excellent data analysis, reporting and presentation skills
Expertise in using tools such as MS Excel, Powerpoint, Google Slides, Google Spreadsheets, Open Office solutions
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 adequate internal communication of problem resolutions, convey customer feedback to management. Constantly monitor and document issues with learning management system as well as learning platform and coordinate with respective teams towards resolution
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

What you will bring

Bachelor\'s degree
8+ 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
Data analysis and reporting experience
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 Learning Management System (LMS) is a plus