Job Description:
The Consumer Operations team is all about focusing on the user. You work on our flagship consumer products like Gmail, Chrome, Android and Google+ to actively support global users through help centers and online communities. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users and problem-solve with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.
Our focus is to help 2-step verification users globally who are locked out of their accounts by returning them to the owners in the least possible time. We also aim to extend its coverage by educating users on the use of 2-step verification to protect their Google Accounts. Focus on automation and implementing product ideas to streamline the operations and the product by giving key insights at an operational level is also a part of our objective. As a 2-step verification Support Specialist, you will be primarily responsible to help users recover their accounts through a combination of process/product knowledge and using your own judgement. You will also be the voice of the users to product and engineering sharing great insights and ideas to automate or improve user experience.
The Consumer Operations team is all about focusing on the user. You work on our flagship consumer products like Gmail, Chrome, Android and Google+ to actively support global users through help centers and online communities. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users and problem-solve with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.
Our focus is to help 2-step verification users globally who are locked out of their accounts by returning them to the owners in the least possible time. We also aim to extend its coverage by educating users on the use of 2-step verification to protect their Google Accounts. Focus on automation and implementing product ideas to streamline the operations and the product by giving key insights at an operational level is also a part of our objective. As a 2-step verification Support Specialist, you will be primarily responsible to help users recover their accounts through a combination of process/product knowledge and using your own judgement. You will also be the voice of the users to product and engineering sharing great insights and ideas to automate or improve user experience.
Responsibilities:
Provide outstanding customer service to Google's users over phone, e-mail, and/or live chat.
Focus on delivering on key results like customer satisfaction, first time resolution, efficiency and quality metrics.
Pro-actively develop innovative ideas to drive process, product and support improvements.
Provide outstanding customer service to Google's users over phone, e-mail, and/or live chat.
Focus on delivering on key results like customer satisfaction, first time resolution, efficiency and quality metrics.
Pro-actively develop innovative ideas to drive process, product and support improvements.
Minimum qualifications:
BA/BSc degree or equivalent practical experience.
Ability to speak and write English fluently and idiomatically.
BA/BSc degree or equivalent practical experience.
Ability to speak and write English fluently and idiomatically.
Preferred qualifications:
2 years of relevant customer/client service experience within an online environment.
Strong focus for customer experience.
Proven expertise in SQL.
Strong analytical and problem solving skills.
Strong stakeholder management skills
2 years of relevant customer/client service experience within an online environment.
Strong focus for customer experience.
Proven expertise in SQL.
Strong analytical and problem solving skills.
Strong stakeholder management skills
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