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1 week ago
As an Agent Support Specialist, you will be responsible for responding to customer inquiries via multiple communication channels. Your primary objective is to provide timely and effective solutions to customer issues, maintaining high satisfaction scores and adhering to quality standards.
Key Responsibilities:
- Respond to customer inquiries in a timely and professional manner.
- Diagnose and resolve complex issues using established procedures.
- Provide customer-facing root cause assessments using existing knowledge bases.
- Track and update customer cases using available tools and platforms.
Mandatory Skills:
- Excellent verbal and written communication skills.
- Typing skills (minimum 60-80 WPM).
- Troubleshooting experience with diagnosing and resolving complex issues.
- Support experience with methodologies, case lifecycles, and analytical skills.
- Knowledge of ticketing tools and ITIL principles.
Preferred Qualifications:
- 6+ months of experience in infrastructure, storage, or service desk environments.
- Hands-on experience with Google products (Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Gemini app, Notebook LLM, Keep, Sites, Forms, Appsheet).
- Google Workspace Administrator certification (advantageous).
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