The Red Hat Global Learning Services (GLS) team is looking for a Customer Support Specialist to join our Remote Proctoring team in Brno, Czech Republic. In this role, you will need to know and believe in delivering exams the Red Hat way. You’ll be responsible for maintaining the academic integrity of our performance-based exams by validating credentials of exam participants and monitoring them remotely. As a Senior Customer Support Specialist, you will coordinate with the back-end exam support team to ensure that candidates get the best possible experience.

What you will do:

Validate the identity of candidates

Effectively manage multiple simultaneous certification exams

Ensure timely start and completion of each individual exam session

Monitor candidates with vigilance and intervene in the event of

protocol variances

Escalate to manager as appropriate

Coordinate with the Exam Support team to facilitate technical

assistance to exam participants

Identify and assess queries so that the response is consistent with

the Certification team’s guidance

Provide accurate, valid, and complete information by using the right

methods and tools

Keep records of interactions

Follow communication of procedures, guidelines, and policies

What you will bring:

3+ years of customer-facing experience with global customer

exposure in a support role

Ability to work in shifts outside normal business hours

Excellent written and verbal communication skills in English,

additional language is a plus

Fast typing skills with high accuracy

Advanced technical skills with browsers and network trouble

shooting

Detail-oriented with respect for academic integrity

Ability to handle multiple priorities and manage time effectively

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.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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