We are seeking motivated and skilled Technical Support Specialists to join our team. Ideal candidates will possess a strong customer-centric approach and the ability to effectively troubleshoot technical issues.

Role Type: Technical Support for SDT

Communication Channels: Primarily internal tools and email for seller queries.

Position Description:

Empower sellers by providing exceptional support. This includes actively comprehension of the seller query to understand their needs, analyzing relevant data, and crafting effective solutions
Work on the ticketing system to view assigned tickets, close the tickets by providing timely responses.
To assist sellers with their queries, they should be able to navigate the Google Ads platform and its functionalities with ease.
Should be able to think logically and share insights based on the back-end data

Core Responsibilities:

Troubleshooting technical issues reported by sellers.
Collaborating with cross-functional (XFN) teams for advanced support and issue resolution.
Troubleshoot the query comparing the Google Ads front end with back end data
Take regular process updates from the L2/next levels.
Daily updates to the lead on inflow patterns & Issues raised by users

Mandatory:

Bachelor's degree in a technical field, providing a strong foundation in problem-solving and analytical skills
1-4 years of experience in Customer Support/ Sales with 6 months - 1 year experience in Customer support (Technical process) - Chat/Email/Phone
Strong communication skills, including active listening and clear expression (Written & Verbal), clear comprehension

Skillset:

Excellent Communication: Ability to articulate complex technical information clearly and concisely to non-technical users (sellers). This includes strong written communication for email correspondence.
Strong Thought Process: Demonstrates analytical and problem-solving skills to diagnose issues and develop effective solutions.
Adaptability to Shifts: Willingness to work in rotational shifts.
Work from Office: Comfortable with a 5-day per week work-from-office setup.
Troubleshooting Experience: Proven experience in troubleshooting customer-reported issues, ideally in a technical support environment.

Preferred Additional skillset (Not mandatory - added advantage):

Google AdWords Knowledge: Familiarity with Google AdWords concepts and functionalities.
SQL Knowledge: Basic understanding and ability to write/understand SQL queries.

Senior Process Executive