Job Description

Introduction:

Google products are used by over a billion people around the world, and we are looking for Google experts to help our users get the most out of the Google products they use each day. Agents on this team will help our client develop and improve Google Support workflows, which takes form in 1:1 agent support and submitting feedback to our product teams. You’ll be collaborating, experimenting, and creating a world-class customer service experience in a non-traditional contact center environment. Passion for Google products and a flexible work ethic are highly recommended for this role.

 

Job Description:

  • Work with the Google One Tier 2 team to provide personalized, timely support to Tier 1 agents
  • Offer first-hand expertise on a wide variety of Google products
  • Identify, troubleshoot, and resolve simple and complex technical issues
  • Set proper expectations when handling cases, and be able to explain why a given product or feature does/doesn’t work
  • Closely follow predetermined processes when performing sensitive tasks like filing bugs or de-escalating hostile users
  • Adapt to workflow changes as needed
  • Address stakeholder requests on an ad-hoc basis
  • Attend weekly/bi-weekly meetings to discuss overall performance
Read more of the job description


Qualifications

Requirements:

  • Soft skills:
    • Excellent customer service skills
    • 1+ years of contact center experience
    • Strong empathy and diplomacy skills, as well as a collaborative attitude
    • Intuitive understanding of where to begin troubleshooting complex technical issues
    • Ability to break down advanced concepts to those who may not be on the same level of knowledge
    • Willingness to ‘own’ your work and go above and beyond to provide an exceptional, personable support experience

Strong time management and multitasking sensibilities

Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement Requesting An Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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