Technical Troubleshooting Agent

Key Responsibilities

• Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Provide customer facing bug progress summary using available tools and platforms.
• Handle escalations raised by customers and partners.
• Handle consults from the lower tier to assist in case resolution.
• Flexibility to work across multiple rotational shifts/night shifts
• Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator
  
  

• Bachelor's Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology
  
  

• 3-4 years of call center customer care experience, preferably in a technical environment.
• Strong awareness on GWS/ GCP /G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.
• Strong troubleshooting and diagnosis skills in a technical environment.
• Strong sense of business ownership, personable accountability, and customer focus.
• Works well independently and cross functionally with other teams.
• Drive to go beyond just solving the issue, find the root cause and propose preventative steps.
• Ability to understand processes and how different pieces of a large process puzzle fit together.
• Determination to continuously work to achieve team KPIs which often change.
• Capacity to research using internal knowledge bases and documentation.
• Aptitude to think critically and work through ambiguity.
• Flexible enough to work under different work environments Experience with technical writing and version control a plus.