• Customer Support Representative - Portuguese Speaker

    Location US-NC-Raleigh
    Posting date 1 week ago(8/8/2018 2:57 AM)
    Job ID
    Technical Support
  • 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 Customer Experience and Engagement (CEE) team is looking for a bilingual Customer Service Representative to join us in Raleigh, NC. In this role, you will deliver outstanding service to global enterprise customers while building their trust and promoting customer loyalty. You'll ensure customers have access to entitlement information, manage entitlements within customer accounts, and provide very basic technical support. As a Customer Service Representative, you will also receive customer requests and prepare documentation for order processing, billing, and payment-related issues. You will also be creating and fielding technical cases for customers for our support delivery team. You must be fluent in Portuguese and English, have excellent communication skills, and be able to work in a fast-paced and fast-changing high-tech business environment to provide an exceptional experience to our customers.

    Primary job responsibilities

    • Interact with high value enterprise customers and internal customers like order management, sales, finance, and technical support services teams to assist with critical post-sales service functions
    • Resolve customer issues appropriately and as quickly as possible
    • Manage incoming query processing through phone and email
    • Monitor and follow up on incoming queries with other teams to ensure they are processed both on time and accurately
    • Coordinate with various teams within the company and communicate with all levels of the organization
    • Use effective tools to manage work, processing, and open issue resolution
    • Maintain positive working relationships with internal and external customers

    Required skills

    • Fluent language skills in Portuguese and English; outstanding written and verbal communication skills
    • 2-3 years of experience of 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 at once and effectively prioritize to achieve goals and meet expectations
    • Willingness and ability to work shifts between 9AM-9PM ET and occasionally on weekends and holiday

    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.

    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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