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Project Coordinator - Business

5.00 to 10.00 Years   Pune   04 Jan, 2022
Red Hat, Inc
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Project Coordinator - BusinessPosting Location : Location IN-PunePosting date 1 day ago(12/29/2021 5:21 AM)Job ID 93130 Workday ID R-020651 About the job The Red Hat Customer Experience and Engagement team is looking for a Project Coordinator to join our Global Customer Service team in Pune, India. In this role, you will interact with our customers and internal stakeholders. You ll review and provide detailed feedback on the quality of support interactions (e.g., tickets and chat), escalations reviews, and preemptive account reviews. You ll provide detailed recommendations and executive summaries based on industry best practices and customer s requirements, keeping enhancement of the customer experience as the focus. You ll need to be motivated, innovative, and curious with a passion for problem solving, data analytics, and have a customer centric mindset. What you will do

  • Perform case reviews, providing feedback and action items around delivering quality customer experience
  • Review case escalations, including post-incident reviews and recommendations
  • Oversee customer account level reviews and reporting trends and recommendations
  • Research, analyze, and make recommendations on strategies to improve Customer Effort Scores (CES) based on the monthly or quarterly CES results
  • Collaborate with different internal stakeholders and departments like Support Delivery, Escalation Management, Customer Success, etc.
  • Define and suggest improvements on training, soft skills, or workflow
  • Provide executive summary and present the same in front of internal stakeholders and customers
  • Consult and develop relationships with engineers and customer service executives to understand various workflows
  • Ensure a positive customer experience leading to renewals
What you will bring
  • 5+ years of work experience in enterprise support software industry
  • Experience and knowledge in technical support and customer service industry practices
  • Ability to work in a fast-paced environment
  • Excellent written and verbal communication skills in English
  • Ability to create and present data and presentations to customers and internal stakeholders
  • Experience or familiarity with creating Salesforce reports and dashboards
  • Customer-centric attitude and excellent problem solving skills
  • Familiarity with Red Hat products is a plus
  • Project management certificates are a plus
About Red Hat Red Hat is the world s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedRed 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.Read our complete Statement of Commitment to Diversity, Equity, and InclusionRed 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.,

Keyskills :
open sourceproject managementsiteglobal customer serviceproblem solvingopen source softwarehybrid cloudcustomer servicedeliverysoft skillsdata analyticscustomer relationsdocumentationservice industry

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