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Posted about 1 year ago

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.

Come use your technical skills to resolve complex information technology (IT) issues for our associates and keep improving Red Hat's working environment. The Red Hat IT team is looking for an IT Support Employee to join us as part of our Global Enterprise Support team in Pune, India. In this role, you will provide first and second tier technical support for Red Hat’s associates in a global environment. Your responsibilities will include responding to Level 1 and 2 of the technical support by both fulfilling standard requests as well as performing troubleshooting procedures to solve technical problems on computer hardware, software, audio and visual components, and network connectivity. This will include laptops, peripherals, multiple operating systems, and a wide variety of commercial and proprietary software. You will also process and manage your engagements with internal Red Hat’s workers using telephone, web clients, email, chat, and internal ticketing system.

  • Serve as the main point of contact for ticket, phone, chat, and other inquiries from internal customer regarding IT issues, requests, and queries
  • Perform core competencies of triage, ticket assignment, request fulfillment, and issue remediation
  • Provide documented status updates following established process on behalf of customers
  • Provide Level 1 support; troubleshoot IT-related problems
  • Escalate unresolved calls to the next level support team following established protocols
  • Maintain exceptional customer service for all support queries and adhere to all service management principles
  • Maintain the IT knowledge base life cycle and create, modify, and retire the following established processes
  • Respond to the emergency situations as assigned

  • Graduate degree or a technical diploma from a recognized university
  • 2+ years of experience with IT support
  • Experience with direct cooperation with customers and customers in a corporate environment
  • Solid written and verbal communication skills
  • Solid critical thinking and problem-solving skills
  • Ability to fulfill the role as a customer advocate
  • Ability to adapt to a fast-paced support environment with shifting priorities
  • Willingness and ability to work in a highly collaborative team
  • Previous experience in a chat and phone-based support role is a plus
  • Experience working in an IT ticket system like ServiceNow or Remedy
  • Knowledge of ITIL principles
  • Proficient written and verbal English language skills
  • Experience with the installation, configuration, upgrade, and maintenance of different operating systems

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.