Customer Support Specialist - Japanese/Mandarin speaker

Customer Support Specialist

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Support Specialist with fluent Japanese/English to join us in Australia.

The core responsibility of a Customer Service Representative is to provide our global enterprise customers with the specific focus on customers based in Japan with high-quality assistance and support regarding their account and subscription management.

You will act as a vital link between customers and various internal stakeholders to ensure smooth problem resolution. This role requires the ability to handle a diverse range of Non-technical inquiries with sound judgment and effective communication, ensuring a high level of customer satisfaction through proactive problem-solving.

Customer Support & Communication

• Serve as the primary point of contact for Red Hat enterprise customers globally, primary 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.

Problem solving & Documentation

• Perform diagnosis, troubleshooting, and resolution of customer issues, escalating complex problems when necessary.
• Research customer issues thoroughly and contribute to the team's knowledge base by recording solutions and documenting new knowledge articles.

Teamwork & Proactivity

• Work effectively as a collaborative, remote team member, maintaining a customer-first mindset.
• Actively seek and implement proactive solutions to enhance the customer experience.

What you will bring

• Native-level fluency in Japanese (both written and verbal) is essential for providing high-quality professional guidance to our enterprise customers in a Japanese business environment.
• Strong verbal and written English communication skills are also required.
• Minimum of 3 years of experience in a Customer Service industry.
• An IT degree or background in the IT industry is a plus.
• Exceptional customer service skills, including experience managing multiple priorities in a customer-facing role.
• A strong passion for problem-solving and investigation, coupled with the ability to critically analyze complex issues.
• Excellent organizational and time management skills, with the ability to prioritize work effectively and perform under pressure.
• Some experience using Linux is an advantage, but not a requirement.

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.

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 different 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 that compose our global village.

Equal Opportunity Policy (EEO) 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.