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Google Play

Job Location: Hyderabad

Job Number: 6355

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- Job description

Agent Profile - The objective of the PSDS Tier 1 Agent is to provide world class customer and;
technical support through analysis and problem solving in order to facilitate Google’s users to get the;
most out of their product experience. This encompasses both reactive support for transactional issues;
(eg. billing, account maintenance, and order status inquiries) and technical issues (eg. error messages;
for Play Store, hardware troubleshooting, etc.), as well as proactive support through user education and a;
true understanding of customers’ use cases and how Google’s products can meet their needs.;
The position requires extensive cross-product knowledge. Experience with web computing, Android and;
Chrome devices, and other current consumer web-enabled technologies is required. In addition, excellent;
written and oral communication skills are critical for interfacing with clients and working in a close knit;
team environment.;
;
The PSDS Tier 1 Agent will:;
;
? Provide customer and technical support to customers through chat and email requests.;
? Independently identify, troubleshoot, document, categorize and replicate customer problems and;
then escalate complex problems according to defined escalation procedures;
? Field inquiries across all of Google’s top devices and Play Store products, including apps,;
movies, magazines, books, music, Android, Chrome OS, Nexus, and Chrome hardware;
? Process warranty and replacement requests for Google products.;
? Retain ownership of all cases throughout the resolution process;
? Communicate bug fixes and new product enhancements to customers;
? Report enhancement requests received from customer regarding hardware,
12 months of hardware/software & PC support experience (mobile device, e-commerce, consumer electronics, home theater installation, wireless networking, electronics repair, software/OS troubleshooting etc.) ? Openness to work flexible hours as required, including night shifts and holidays ? Excellent customer service skills, as previously demonstrated ? Excellent verbal, written, and interpersonal communication skills in English ? Ability to troubleshoot and resolve technical problems individually or in a team environment ? Ability to demonstrate customer empathy, excellent customer diplomacy skills, and problem ownership - go “above and beyond” to provide magical support ? Ability to manage multiple tasks and priorities including good time management skills ? Must be able to pass a criminal background check Expected Outputs: ? Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations ? Review quality feedback with supervisor ? Follow proper diagnosing procedures ? Follow proper escalation procedures ? Submit questions or suggestions to the Subject Matter Expert, the Supervisor or the Client

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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