GCP Billing

Job Description:

Essential Skills & Experience

• Strong understanding of GCP services & products with billing and Proficiency in GCP billing tools and dashboards
• Manage PFI & BMOD client engagements and handle tier-1 and complex social media escalations.
• Need to have idea on the metrics IRT, sBCR, FTR, SDR, LTT, TRT, Escalation rate, Quality, CES.
• Performing RCAs on a daily basis for CES, escalations, sBCR and Handling all billing consults
• Strong analytical, documentation & communication skills

• Escalation Management: Provide real-time operational floor support and resolve complex process escalations.
• Operational Insights: Monitor operational metrics, identify error trends, and support continuous process improvements.
• Knowledge Sharing: Assist the team with query handling, refresher training, and quality calibration.
• On escalated cases, assisting customers with GCP billing, cloud financial configurations, and technical support inquiries
• Approving credit and refund requests raised by Technical Support Representatives (TSRs) and raising critical technical bugs with engineering teams.
• Maintaining strict adherence to Service Level Objectives (IRT & TRT) while consistently exceeding quality standards and satisfaction metrics.
• Ensure accurate documentation and auditready billing analysis-
• Collaborate with technical, finance, and account teams for issue resolution
• Meet defined SLOs and quality benchmarks while handling customer communications