Overview
Customer Support Specialist – Japanese speaker (remote, Australia).
The Red Hat Customer Experience and Engagement (CEE) team is seeking a Customer Support Specialist with fluent Japanese and English to support enterprise customers, with a focus on customers based in Japan. The role involves providing high-quality assistance and account/subscription management support, acting as a vital link between customers and internal stakeholders to ensure timely problem resolution.
Responsibilities
* Serve as the primary point of contact for Red Hat enterprise customers globally, with emphasis on Japanese customers, handling inquiries through phone and email regarding products and services.
* Manage initial customer interactions and coordinate seamless communication between customers and internal teams.
* Diagnose, troubleshoot, and resolve customer issues, escalating complex problems when necessary.
* Research customer issues thoroughly and contribute to the knowledge base by recording solutions and documenting new knowledge articles.
* Collaborate effectively as a remote team member with a customer-first mindset.
* Actively seek and implement proactive solutions to enhance the customer experience.
Qualifications
* Native-level fluency in Japanese (written and verbal) for professional guidance in a Japanese business environment.
* Strong verbal and written English communication skills.
* Minimum of 3 years of experience in a customer service role.
* An IT degree or background in IT is a plus.
* Exceptional customer service skills, including the ability to manage multiple priorities in a customer-facing role.
* Strong problem-solving and analytical abilities to assess complex issues.
* Excellent organizational and time management skills with the ability to prioritize under pressure.
* Some experience with Linux is advantageous but not required.
About Red Hat
Red Hat is the world's leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. We operate across 40+ countries with flexible work environments, from in-office to fully remote, depending on role requirements. Red Hat encourages employees to contribute ideas regardless of title or tenure and supports an inclusive open-source culture.
Equal Opportunity
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We evaluate applications without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other basis prohibited by law. We provide reasonable accommodations to job applicants and will respond to inquiries regarding the status of applications as appropriate.
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