Senior Process Executive (Tech Support)

Job description

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 - **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 - Looking for immediate Joiners . - **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.