Join Us!
Join us at the Google Operations Center for the chance to help Google users tackle their problems and achieve their goals, all while working in a dynamic and diverse environment.
As an Analyst, you will be expected to provide excellent customer service by answering questions and resolving issues related to Google products. Your role would need you to provide support on inbound chats/calls/emails from the customers. In case of requirement, you would need to contact the customer(s) with the pending resolution over call/email.
Position Responsibilities
Maintaining a positive and professional attitude towards customers
Providing 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 working consistently in the night shifts and on weekends
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.
Use existing troubleshooting tools and techniques to establish the root cause for queries and provide a customer-facing root cause assessment.
Provide high-touch assistance to highest Tier customers, build an 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
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