Provide excellent chat and email support to resolve user problems with their Google accounts
Quickly identify and escalate user reported issues to the team lead and cross functional partners, ensuring swift resolution of bugs or emerging problems.
Demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement
Follow strict guidelines and procedures
Ability to follow the direction of management and receive coaching and provide customer feedback
Ability and willingness to quickly complete large volumes of work with high quality
Extreme low tolerance for errors
All other tasks as assigned
At least 2 years experience in a customer service role on Email/Chat channels
Risk Management and Fraud Investigations background an advantage
Demonstrated capacity for critical thinking, analysis and troubleshooting
Attention to detail with the ability to complete a large volume of work quickly and independently
Effective probing and comprehension skills
Problem solving skills with customer centric approach
Active user of the internet and online applications
Excellent written English language communication skills
Openness to work flexible hours as required, including night shifts and holidays
Experience working collaboratively and proactively in a diverse team environment
Predominantly Voice Interaction support and also through email, chat & remote support.
24x7 Support, shifts based on roster.
This means role requires working in US / Night shifts and weekends and on national holidays.
Required Candidate profile
BachelorÃ¢â¬â¢s Degree in Information Technology, Business, Mathematics, Statistics or any relevant field