Google Workspace

Role - Google workspace

Location - Chennai, Indore

Exp - 4-10

Must-Have

• Excellent Comm skill (verbal / Written)
• Typing skill (typing skills (Min 60 to 80 WPM))
• Troubleshooting Experience : diagnosing, and resolving complex issues with SOP documents
• Support Experience : Familiarity with support methodologies, case lifecycles, and analytical skills for breaking down issues.
• Knowledge on any Ticketing tool, ITIL knowledge.

Good-to-Have

Expectations from the Role

1 Response, diagnosis, resolution and tracking by phone, email, chat of customer support queries

2 Maintain response and resolution speed as defined by Service Level Objective (“SLO / s”)

3 Keep high customer satisfaction scores and follow quality standards in 90% of cases

4 Use existing knowledge base to provide a customer facing root cause assessment; and

5 Provide customer facing bug progress summary using available tools and platforms.