Contact Center Support Technician, Tier 2

Posted 4/21/2014

The Contact Center Support Technician provides world class customer and technical support through analysis and problem solving, in order to facilitate Google’s users to get the most out of their product experience. This encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries) and technical issues (eg. error messages for Play Store, hardware troubleshooting, etc.), as well as proactive support through user education and a true understanding of customers’ use cases and how Google’s products can meet their needs.

The position requires extensive cross-product knowledge. Experience with web computing, Android and Chrome devices, and other current consumer web-enabled technologies is required. In addition, excellent written and oral communication skills are critical for interfacing with clients and working in a close knit team environment.

• Provide customer and technical support to customers through inbound phone, chat and email requests.
• Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures. 
• Field inquiries across all of Google’s top devices and Play Store products, including apps, movies, magazines, books, music, Android, Chrome OS, Nexus, and Chrome hardware.
• Process warranty and replacement requests for Google products.
• Retain ownership of all cases throughout the resolution process.
• Communicate bug fixes and new product enhancements to customers.
• Report enhancement requests received from customer regarding hardware, application, or documentation.

Required Skills:

• Excellent customer service skills, as previously demonstrated
• Excellent verbal, written, and interpersonal communication skills
• Ability to troubleshoot and resolve technical problems individually or in a team environment
• Ability to demonstrate customer empathy, excellent customer diplomacy skills, and problem ownership go “above and beyond” to provide magical support
• Ability to manage multiple tasks and priorities including good time management skills

Call Center Experience: 

• at least 1 year experience at handling customers via phone, email, and chat, 3+ preferred. 
• Minimum 6 months of hardware/software & PC support experience (mobile device, e-commerce, consumer electronics, home theater installation, wireless networking, electronics repair, software/OS troubleshooting etc.) 
• Openness to work flexible hours as required, including night shifts and holidays 
• Must be able to pass background check 

Email resumes directly to: 

Kelly Cocco: kcocco@milestonepowered.com