Google Recruitment for Analyst Posts Apply Online
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 Tech, you will provide excellent customer service by answering questions and resolving issues related to Google products. You will provide support on inbound chats/calls/emails from Google customers which may require contacting the customer with pending resolution over call/email.
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 the root causes for queries and provide a customer-facing root cause
assessment.
Provide high-touch assistance to highest Tier customers, and 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
BTech/BE Information Technology/Computer Science degree/
BCA or BSc computers or equivalent practical experience with a strong academic
record
Excellent verbal and written English language skills
Strong attention to detail and a proven ability to balance
multiple priorities
0-18 months of experience in Technical Support/Customer
service operations/ Troubleshooting/Campaign Optimisation in any company
Preferred Qualifications
Front-end web programming experience in HTML or
JavaScript, as well as proficiency writing SQL queries
Basic understanding of networking concepts
Basic understanding of web protocols such as HTTP, DNS,
SSL/TLS, etc
Ability to go beyond help center articles and understand
the technical system to resolve customer queries
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
At Google Operations Center, we don’t just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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