北京招聘

职位描述：
Primary Job Responsibilities：
Promote a team environment to provide a high level of customer service. Ensure that the team adheres to GSD standards and delivers a consistent message to all customers.
Ensure customer expectations are set and consistently met or exceeded.
Monitor response times, evaluate user satisfaction levels and making recommendations for improvement
Ensure high levels of customer satisfaction and maintain a highly responsive field support team
Act as a liaison between field support team and the Service Desk to ensure the best customer experience
Manage tickets to specified SLAs, ensuring requests/issues are logged in the ticketing system and customer issues are responded to in a timely fashion.
Deliver regular technical and process training of field support team to keep staff up to date with the latest information.
Support the implementation and usage of global standards, guidelines and procedures.
Advocate for regional services, representing the unique needs around the globe
Take on a wider customer service role and promote the service ethic to maintain high level of service
Define, manage, and use data to drive improvements across the field support team

Required Skills：
Leadership responsibility experience in an IT support organization is strongly preferred
Bachelor's degree in a technical discipline or equivalent experience
Experience leading global and remote teams
Proven ability to interact effectively and diplomatically throughout all levels of associates and with those from diverse cultural backgrounds
Excellent analytical and problem-solving skills
Outstanding communication & presentation skills
Aptitude to connect and lead teams through rapid change and maintain focus on the execution of strategic initiatives 举报 分享

It's rewarding to work at a well-established, mission-driven company. You get the freedom, autonomy, and responsibility to impact a company that is changing the technology industry. With FY2011 revenues of almost U.S. $1 billion, Red Hat is the world's leading provider of open source solutions. Our mission is to be the catalyst in communities of customers, contributors, and partners creating better technology the open source way. We strive to make freedom, flexibility, and open source the building blocks of our enterprise technology stack. And we passionately pursue our vision of a better future, based on open standards and interoperability. Red Hat is the place to take chances. Good work earns respect, and people dream big and act boldly as they extend the reach of open source. The basis of this freedom is as solid as our success. Our history of 38 consecutive quarters of growth* are a good foundation for making a difference. And we need talented, smart, and passionate people to make this happen. So, what's in it for you? The ability to have an impact and change the world. What more could you want? Come prepared to lead the way。