Senior Process Executive

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.