Agent Support role

Responsibilities

Skills & competencies

(a) Response, diagnosis, resolution and tracking by phone, email, chat of customer support queries;
(b) Maintain response and resolution speed as defined by Service Level Objective (“SLO/s”);
(c) Keep high customer satisfaction scores and follow quality standards in 90% of cases;
(d) Use existing knowledge base to provide a customer facing root cause assessment; and
(e) Provide customer facing bug progress summary using available tools and platforms.

Mandatory Skills
Good Comm skill(verbal /Written)
Typing skill (typing skills (Min 60 to 80 WPM))
Troubleshooting Experience: diagnosing, and resolving complex issues with SOP documents
Support Experience: Familiarity with support methodologies, case lifecycles, and analytical skills for breaking down issues.
Knowledge on any Ticketing tool , ITIL knowledge

Good to have
Exp 6+ months of experience in infra , Storage, Service Desk
Knowledge and hands on experience on Google products. (Gmail,Calender,Meet,drive,Docs,Sheet,Slides, Gemini app, Notebook LLM,Keep,Sites,Forms,Appsheet)
Google Workspace Administrator certification it would be great advantage.