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.
