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Google Play

Job Location: Hyderabad

Job Number: 6355


- 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

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