Shifts/ Coverage : 3 Shifts 24*5 Support
1st Shift : 7 AM 3 PM
2nd Shift : 2 PM 11 PM
3rd Shift: 10 PM 7 AM
Shift rotation every 1 month
Type of Hire : New
Job Description: As a Support Specialist L1 Agent on the team, you would moderate, answer, and escalate technical support questions from the developer community through Google forums (https://groups.google.com), email, and Googler created internal issues.
Minimum Qualifications
- Excellent Communication Skills (English Writing & Speaking) - Versant Score of >60
- 3 years coding/technical support experience in Java(REST/SOAP API's) , SQL , Unix/Linux
- Bachelors/ master's degree in computer science
- Sound knowledge of Google GSuite (Gmail & Drive)
Preferred Qualifications
- Good to have knowledge on Google Ads API
- Working knowledge of Google Spreadsheets
- Good to have knowledge of .NET, Python, Perl, Ruby and PHP
- Thorough understanding of the online advertising ecosystem
Key Responsibilities
- Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or lack thereof
- Provide technical support via emails/forums for the specialized Product Areas
- Manage and resolve technical support cases with a high degree of technical complexity for Google Ads products
- Respond to customer-reported issues in a timely manner, per service level agreements.
- Communicate progress of resolution/status in a timely fashion, per service level agreements
- Manage escalations and expectations, for both customers and internal staff.
- Timely and Valid escalations of issues to L2 Team.
- Timely and Valid routes of issues to other Teams.
- Coordinate across numerous departments while driving issues to resolution
- Follow established support processes and procedures
- Work effectively and manage your queue and bugs with minimal supervision
