Required Technical Skill Set : GCP / GWS Technical Support
Desired Experience Range : 4-10 Years
Location of Requirement : Chennai, Indore
Must-Have
(Ideally should not be more than 3-5)
- 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
Exp 6+ months of experience in infra, Storage, Service DeskKnowledge and hands on experience on Google products. (Gmail,Calender,Meet,drive,Docs,Sheet,Slides, Gemini app, Notebook LLM,Keep,Sites,Forms,Appsheet)Google Workspace Administrator certification it would be great advantage.Responsibility of 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.