Job Description

Job Description Job Description : Position Summary: - Executes transactions as per prescribed timelines - Performs Initial troubleshooting to identify root cause and provides resolution to customer - Reviews ,validates inputs from process executives and assist them to execute transactions without errors - Provides remote assistance to End Users (phone, email, chat and other channels) Required Skill Set: - 1 - 2 years of experience in customer service or service desk processes - Any prior experience in product support involving technical and billing support processes or experience in service desk accounts - Excellent communication skills – C1 equivalent proficiency - Displays excellent customer service skills and capabilities - Good presentation skills and client Interfacing capabilities - Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects - Confidently communicates current performance and improvement ideas with client Technical Skills- Knowledge of relevant applications and tools specific to Service Desk. - Knowledge and hands on experience of Microsoft office tools such as excel, word and PPT - System software (i.e. operating systems, utilities), packaged (COTS) office productivity software, business applications, etc., - Hardware infrastructure, data network remote support for Laptops, Desktops, LAN issues, Printer configuration etc. - Wireless connectivity, email and printing related requests - Requests for password resets, account privilege ,user account activation, suspension ,termination, installation and MACD requests - Issues for Internet related applications such as email clients and web browsers and Office Suites such as Microsoft O365. Chrome, Gmail, Hangouts etc. - Mobile devices such as IOS, Android and Chromebook devices - Technical knowledge/expertise to support technical help related queries and trouble shooting. - Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows. - Experience in a L1 service desk/ tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc. Desired /Good to have experience- Prior work experience in any Google process - Worked for Google Cloud Platform or G suite or Google workspace processes in any capacity - Good knowledge of google products and services example – Google Search , Google Maps, Google Cloud, Chrome, YouTube, Gmail, Google AdSense. Google Drive. Google Pixel, Google Public DNS, Google News, Google +, Google news and Google docs etc. Language:- English proficient