Customer Support Specialist - Japanese & English Speaker (Mandarin a Strong Plus)

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Support Specialist with fluent Japanese/Mandarin/English to join us in APAC. 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. What you will do 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. Verbal and written Mandarin communication skills are plus 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. #LI-AK1 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. 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