Google Off Campus Drive | For Technical Support

Position responsibilities :

Maintain a positive and professional attitude towards customers.
Provide support across a variety of platforms, including chat, live email, instant messaging, and phone (voice calls).
Be flexible to work in a 24x7 service environment as per the business needs which might include night and weekend shifts
Troubleshoot basic technical problems, identify customer needs, and develop creative solutions to address them.
Promptly and independently resolve incidents and escalations, with effective communication to all stakeholders internally and externally.
Maintain response and resolution speed as defined by SLOs;
Keep high customer satisfaction scores and follow quality standards in 95% of cases.
Utilize existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues.
Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.

Minimum qualifications:

Bachelor’s degree from an accredited institution
Excellent verbal and written English language skills
Strong attention to detail and a proven ability to balance multiple priorities
0-18 months experience in Technical Support/Customer service operations/ Troubleshooting/Campaign Optimisation in any company

Preferred qualifications :

Ability to go beyond help center articles and understand the technical system to resolve customer queries
Ability to absorb complex technical concepts and communicate them to a non-technical audience
Any qualification or experience in Digital marketing would be an added advantage

Benefits:

We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support our teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about

Google Off Campus Drive | For Technical Support