Technical Support - Google & YouTube

Job Description

Role Purpose

The purpose of the role is to provide effective technical support with the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

Support process by managing transactions as per required quality standards

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot the most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements 

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate a better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled callbacks to customers for record feedback and ensure compliance with contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product training to stay current with product features, changes and updates
• Enroll in product specifications and any other pieces of training per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self-learning opportunities and maintaining personal networks

Behavioural Competencies:

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Roles & Responsibilities:

• Review Videos on the SOCIAL MEDIA platform and take appropriate actions on the video based on the defined policies. Attend calls/meetings with Customers to understand the policies and the impact of the violations on end-users.
• Should be ready and comfortable in viewing Contents related to Adult,
• Sexual, Abusive, Hate, Derogatory, Illegal Acts, Violence, Death and Tragedy. 
• Should be strong psychologically to ensure the candidate can work on the same for long hours during the day without much impact
• Should have an eye for easily spotting the above Content on a Video

Qualifications:

• Any graduate.
• Any Fresher is eligible.